Ordered a BMW, Wrong Interior Colour and Material Delivered
Discussion
Hi all,
I’d really appreciate some advice or shared experiences on this.
Earlier this year I ordered a brand-new BMW as a bespoke factory build through a leasing broker. I specified a particular leather interior colour and material (Red Merino Leather) as part of the configuration, it was an essential part of the spec and one of the main reasons I went with this specific vehicle.
The vehicle has now been delivered to the dealer, and I’ve discovered that the interior is not what I ordered, it’s black and not even leather. The colour is wrong, and the material is a synthetic option I never selected. It appears that somewhere along the process, the dealer submitted the wrong configuration to the factory, despite my order being correct at the broker level.
This is a 36-month lease with a 12-month deposit, and the car was part of a strong deal, so if I were to cancel and try to order a new car now, it would cost me substantially more.
I haven’t taken delivery of the vehicle and raised a formal complaint. The broker and dealer have both acknowledged the mistake. BMW UK has said they aren’t directly involved in the ordering process, so they’ve referred it back to the dealer.
They’ve offered a gesture equivalent to 3 months’ rental payments if I accept the incorrectly specified vehicle, but I feel that’s nowhere near proportionate to the error, I’d be driving the wrong interior for the full 3-year lease term. I’ve asked either for the car to be re-ordered with the correct spec (my preferred option), or a much more substantial gesture if I’m expected to accept this version.
The dealer has said that since I haven’t yet accepted the vehicle, I still have the option to reject it, but they’ve also made clear that due to changes in residual values and discount structures, reordering the same car now on the original terms isn’t financially possible. They’ve told me that BMW UK won’t support a reorder, as the error originated with the dealer rather than the manufacturer.
I’ve read elsewhere that some dealers sometimes intentionally change interior specs on lease orders, especially when the original configuration might be less desirable on the used market.
A few things I’m trying to understand:
• Has anyone else had a similar experience with a mis-specified factory order?
• What are my rights here if I reject the vehicle before taking delivery?
• Are they obligated to provide me with a car matching the original spec, or can they terminate the contract if I reject the one that’s been delivered?
Would really appreciate any insight or advice.
Thanks in advance.
I’d really appreciate some advice or shared experiences on this.
Earlier this year I ordered a brand-new BMW as a bespoke factory build through a leasing broker. I specified a particular leather interior colour and material (Red Merino Leather) as part of the configuration, it was an essential part of the spec and one of the main reasons I went with this specific vehicle.
The vehicle has now been delivered to the dealer, and I’ve discovered that the interior is not what I ordered, it’s black and not even leather. The colour is wrong, and the material is a synthetic option I never selected. It appears that somewhere along the process, the dealer submitted the wrong configuration to the factory, despite my order being correct at the broker level.
This is a 36-month lease with a 12-month deposit, and the car was part of a strong deal, so if I were to cancel and try to order a new car now, it would cost me substantially more.
I haven’t taken delivery of the vehicle and raised a formal complaint. The broker and dealer have both acknowledged the mistake. BMW UK has said they aren’t directly involved in the ordering process, so they’ve referred it back to the dealer.
They’ve offered a gesture equivalent to 3 months’ rental payments if I accept the incorrectly specified vehicle, but I feel that’s nowhere near proportionate to the error, I’d be driving the wrong interior for the full 3-year lease term. I’ve asked either for the car to be re-ordered with the correct spec (my preferred option), or a much more substantial gesture if I’m expected to accept this version.
The dealer has said that since I haven’t yet accepted the vehicle, I still have the option to reject it, but they’ve also made clear that due to changes in residual values and discount structures, reordering the same car now on the original terms isn’t financially possible. They’ve told me that BMW UK won’t support a reorder, as the error originated with the dealer rather than the manufacturer.
I’ve read elsewhere that some dealers sometimes intentionally change interior specs on lease orders, especially when the original configuration might be less desirable on the used market.
A few things I’m trying to understand:
• Has anyone else had a similar experience with a mis-specified factory order?
• What are my rights here if I reject the vehicle before taking delivery?
• Are they obligated to provide me with a car matching the original spec, or can they terminate the contract if I reject the one that’s been delivered?
Would really appreciate any insight or advice.
Thanks in advance.
Not quite on the same scale but when I ordered my BMW it arrived with the interior plastic trim pieces being the standard (awful 
) blue edged ones and not the piano black ones I’d specified on the order sheet. To their credit, the dealer spotted this when the car was delivered to them and at hand over they apologised profusely and booked me in for the pieces to be switched over from another car a week later.
Sadly don’t think that’s an option in your situation!
Chris
) blue edged ones and not the piano black ones I’d specified on the order sheet. To their credit, the dealer spotted this when the car was delivered to them and at hand over they apologised profusely and booked me in for the pieces to be switched over from another car a week later.Sadly don’t think that’s an option in your situation!
Chris
Phunk said:
Would the BMW dealer be open to paying for the interior to be retrimmed professionally in your chosen colour?
Not this again 
Seriously though OP, I think accepting it, even with more favourable terms, would be wrong. Not only would you likely resent the thing to a degree every time you got in it, but the dealer - who has now soured what should be a really pleasant scenario - will rest easy knowing they effectively 'got away with it', whatever the 'it' actually is.
Its a real shame, but sod 'em would be my stance. Pending legal bods confirming this is actually doable, of course.
Old Merc said:
I m sure expert motor trade legal guys will reply to this.
All I can say is the Dealer made the error and must take it on the chin. You must demand the car you ordered and not be out of pocket.
Perhaps a curtesy car while you are waiting for the reorder to arrive.
I would have a guess that there is a clause about this in the signed terms and conditions!All I can say is the Dealer made the error and must take it on the chin. You must demand the car you ordered and not be out of pocket.
Perhaps a curtesy car while you are waiting for the reorder to arrive.
You would think that this would be a relatively simple issue where they have to order you the correct vehicle, its unto you but unless its a stonking deal I'd pass.
I hear from main dealers that if they fail a secret customer challenge or there's some signage not right then they they get fined/sent for training by the brand etc but if they actually make a mistake whilst dealing with an actual customer then the 'brand' just tells the customer to sort it with the dealer and don;t get involved. Ridiculous.
I hear from main dealers that if they fail a secret customer challenge or there's some signage not right then they they get fined/sent for training by the brand etc but if they actually make a mistake whilst dealing with an actual customer then the 'brand' just tells the customer to sort it with the dealer and don;t get involved. Ridiculous.
The dealer should be jumping through hoops to keep you happy, I would suggest they let you use the car as delivered and order a new one to the spec you wanted , If you haven't spoken to the big boss of the dealers then get onto them and see what they suggest.
I would also be contacting BMW CEO and complaining , They should have an executive team to sort out things like this despite what the dealer sales person said I would be seriously unhappy and letting them know it.
Good Luck
I would also be contacting BMW CEO and complaining , They should have an executive team to sort out things like this despite what the dealer sales person said I would be seriously unhappy and letting them know it.
Good Luck
OP, it's s
t - I understand. I had my dealer call up 3 months into my ordering process, saying the manufacturer had discontinued that colour option and wouldn't honour the order. I'd not have ordered the new car if it wasn't for that colour and said to the dealer I'd have saved 4-5k and bought a used one in another colour had I known, threatening to cancel the order. A few days later, they had supposedly convinced the manufacturer to honour the order and I did get what I wanted.
Honestly, if I were you I'd be looking at other cars from other brands, mistakes do happen but it is a poor show.
t - I understand. I had my dealer call up 3 months into my ordering process, saying the manufacturer had discontinued that colour option and wouldn't honour the order. I'd not have ordered the new car if it wasn't for that colour and said to the dealer I'd have saved 4-5k and bought a used one in another colour had I known, threatening to cancel the order. A few days later, they had supposedly convinced the manufacturer to honour the order and I did get what I wanted. Honestly, if I were you I'd be looking at other cars from other brands, mistakes do happen but it is a poor show.
The big yin said:
The dealer should be jumping through hoops to keep you happy, I would suggest they let you use the car as delivered and order a new one to the spec you wanted.
If the net result is that they lose money out of it, there is absolutely no incentive for a dealer to do anything other than the bare minimum. If OP rejects the car, they would likely make more money on it than if they gave him 3x months' worth of payments. It's not in their interest whatsoever to do anything more than what they've done, and BMW as a brand doesn't need to fight for reputation and customers because they're not struggling to sell cars. I think as it’s a lease the negotiations will be limited as it’s not your car.
The lease should be cheaper if it’s got the standard black interior so you should get a reduction of £30-40 as the option has been missed but if you get 3-6 months free lease costs I think that will be the max.
As you said rejecting it isn’t an option really as it’s a lease and that campaign is long gone.
I would just take the car and what you can get from the dealer as a sorry. These things happen but rejecting means it will cost you more so maybe just one of those things in life that happens.
The lease should be cheaper if it’s got the standard black interior so you should get a reduction of £30-40 as the option has been missed but if you get 3-6 months free lease costs I think that will be the max.
As you said rejecting it isn’t an option really as it’s a lease and that campaign is long gone.
I would just take the car and what you can get from the dealer as a sorry. These things happen but rejecting means it will cost you more so maybe just one of those things in life that happens.
interstellar said:
I think as it s a lease the negotiations will be limited as it s not your car.
The lease should be cheaper if it s got the standard black interior so you should get a reduction of £30-40 as the option has been missed but if you get 3-6 months free lease costs I think that will be the max.
As you said rejecting it isn t an option really as it s a lease and that campaign is long gone.
I would just take the car and what you can get from the dealer as a sorry. These things happen but rejecting means it will cost you more so maybe just one of those things in life that happens.
i would try and get a couple of services chucked in The lease should be cheaper if it s got the standard black interior so you should get a reduction of £30-40 as the option has been missed but if you get 3-6 months free lease costs I think that will be the max.
As you said rejecting it isn t an option really as it s a lease and that campaign is long gone.
I would just take the car and what you can get from the dealer as a sorry. These things happen but rejecting means it will cost you more so maybe just one of those things in life that happens.
Rubbish situation!
'm not a lawyer, I don't know the legal basis of any argument, but...
It feels like the lease co is being reasonable in terms of a gesture of goodwill if you accept the car. The other option is to reject the car. If you reject it, what is the financial detriment to you on the basis that you would put yourself in the same position had they honoured the context (assuming the contact is reasonable/enforceable)? You could try a small claims claim for the difference but have no idea of the prospect of success.
Unfortunately, you're not going to get what you wanted, so it's either take it or leave it - the variable being to what extent you might be financially compensated and whether that would feel right to you.
'm not a lawyer, I don't know the legal basis of any argument, but...
It feels like the lease co is being reasonable in terms of a gesture of goodwill if you accept the car. The other option is to reject the car. If you reject it, what is the financial detriment to you on the basis that you would put yourself in the same position had they honoured the context (assuming the contact is reasonable/enforceable)? You could try a small claims claim for the difference but have no idea of the prospect of success.
Unfortunately, you're not going to get what you wanted, so it's either take it or leave it - the variable being to what extent you might be financially compensated and whether that would feel right to you.
Ham_and_Jam said:
Out of interest, what was the cost of the leather option with regards to the lease payments?
Usually you pay the full cost of options, but some options are discounted.
In essence, does 3 x months lease payments even cover the loss of the leather seats?
Exactly that, what a pathetic opening offer from the dealer, merino leather is more than likely fully payable over the term of the lease, you'd want that off the rental plus an offer for the fact that they have messed up. Usually you pay the full cost of options, but some options are discounted.
In essence, does 3 x months lease payments even cover the loss of the leather seats?
Just checked if you add merino to a 5 series lease it's a 2k option and 2k added to the lease.
Edited by Wills2 on Saturday 2nd August 22:37
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