Mercedes-Benz Retail Group - London 

I am writing to express both a complaint and a compliment regarding my recent experience at your branch.

Initially, I reached out to your branch regarding a heating issue with my car, and unfortunately, it took nearly three months to resolve. During this time, I made numerous calls and visits to the branch, becoming acquainted with many of your staff members. Despite their efforts, a satisfactory resolution seemed elusive, and my frustration grew.

However, I must commend your staff for their exceptional dedication and service throughout this ordeal. Despite the challenges, they consistently welcomed me warmly and went above and beyond to address my concerns. Specifically, I would like to extend my gratitude to Debra, Sally, and Harry, whose unwavering support and professionalism significantly impacted my perception of the situation.

Their dedication and commitment have truly changed my perspective. While I still harbor some reservations about Mercedes Colindale, the outstanding individuals like Debra, Sally, and Harry demonstrate the potential for positive change within the branch. As long as you continue to cultivate a team of attentive and dedicated staff members, I am confident that the outlook for your branch will improve.

Once again, I extend my heartfelt thanks to Debra, Sally, Harry, and the rest of your team for their exemplary service. Please convey my appreciation to them.

Thank you for your attention to this matter. I look forward to future interactions with your branch.

Absolutely disgraceful service.

I scheduled a service appointment for 9:40am, dropped off my car, was messaged at 5:30pm saying I had to pick up my car by 5:45pm. I then arrived at 6:05 and I was made to pay for changing of both break pads and disks. Only for the car to be brought out and none of them had been changed. I was then told that there are no loan cars available and would have to wait an hour before I could get a cab. I was then told to book my own cab and the car will be brought to me in the morning. I had to move my day around massively and stay at a friends house just to get this servicing done and was made to pay for something that was not done. And I have been calling the service department with no answer. Surprisingly the sales team answer and put me through to the same number that rings out for an hour. I am still waiting for a call or update on my car.

Jason at Mercedes Benz was absolutely amazing, making my car buying experience top notch. Jason thought of all the little things to make the purchase experience the best. As a first time new car buyer he explained the process well and informed me of all my options to get the best out of mercedes.

Thank you Jason!

Would definitely recommend.

Another awful experience at Mercedes Loughton - was texted when 10 minutes away from my service appointment that my courtesy car was not available - watched 2 other customers arrive and get told their courtesy cars were also not available - was then lied to and told I was contacted last night which I looked through missed calls and categorically was not.
Last year they I paid for service mistakenly as I had a service plan so should have been free - took me 5 weeks to get a refund
I suggest you avoid at all cost

I have S Class 69 Plate I went to Loughton Mercedes for diagnose my car they charge me £222 for diagnosed Loughton Mercedes diagnosed My Car have injector problem need to replace All 6 injector will quote me £3700.

then after to make sure the problem I went to Mercedes approved garage To my dismay, the technician at this workshop identified the actual issue to be a broken rocker, rather than the injectors as previously diagnosed at your dealership. They promptly rectified the problem and even provided me with video evidence showcasing the broken parts.

I have been fixed my car from them,
My Car driving perfectly now it means the Loughton Mercedes technician diagnose wrong and charge me money for nothing. Please be careful with this Friends I did complain. Nobody bother to call me back or contact me. Even I left a review on Google. I don’t know how the remove from there.

I am thoroughly disappointed with the incorrect diagnosis and I have been using Mercedes vehicles for the past 20 years but now thinking to go with different make car

I have proof copy of repair my car from approved garage Mercedes and I have a copy of wrong diagnose Mercedes Loughton and charge £220

Mercedes Loughton have had my car for 10 days they gave me another car to use and they dropped back my car to my home.
They were fantastic through out the whole process especially Jordan Clarke and Harry and Sanja.

I had my car serviced at Mercedes and i got to say the quality of customer service was not great and made me wait a while for my car to come back plus the car wash provided from them was something i have not experienced marks everywere its like they used an old cloth around the veichle

Recently I bought GLB from Watford Branch. I was guided from start till end and post sale process and check-ins by their super amazing sales person name Faltam. He has been absolutely amazing. Knowledge, personal usage benefits, And stays so well connected throughout the purchase procedures and making this First time Mercedes Experience super amazing

Mercedes Benz Croydon have the best team and are a true testament to good customer service.
The service team ensured all my questions where answered and all concerns with my vehicle were assured. In particular Dean Matthew's and Shainese Beecher went out of their way to keep me informed on my vehicle status. i would recommend this branch to anyone !

My husband and I recently bought a car from Mercedes Benz Loughton, and we had the lovely Gorgia Conor to deal with, she was such a star, made everything seem so easy to us and made us feel so special.
The whole team were adorable and so helpful, very cheerful and thoughtful.
I would like to thank Gorgia for the amazing service and the great she has done, your team are so lucky to have you.

Avoid at all costs. Extremely poor customer service, zero standards and do no not care about customer satisfaction. I purchased a used car of 2 years old for £22,500 so wouldn't expect it to be faulty. However it was sold to me without ever having been checked over which become apparent when they eventually booked me in for servicing (a month later, with me pressing for it) due to the car making awful noises since the day of purchase. The Jack point had been completely ripped off rear passenger side (how that even happens I don't know) - so absolutely no way that they could have checked it over with the lift ramps that they use in their work shop. The under cover was hanging off, fittings snapped or missing. Front tires needed replacing - only done the one though! Uneven tread - route cause not even investigated. Didn't check balancing or tracking. Wipers were showing as a fault for not clearing sufficiently - MOT failure, so the car weren't even road legal when they sold it to me. No matter how minor that may seem, expect better from a company that big especially when paying so much. Oh and you get drive away insurance for 2 or 3 weeks - make sure that is set up before you leave as Shaq failed to do mine and then wanted me to lie to their insurers and say that I collected my car a day later! They ignore calls and emails. Reluctant to book it in never mind carry out the work. Also wanted to charge me for everything! £222 just for the pleasure of them looking at it! Absolute joke of a place! Wish I had checked reviews prior to making the purchase as there are many similar to mine! Never again will I use a Mercedes dealer and certainly not Collindale!

Booked an appointment in September to get a Service Plan for my car. Gentleman took my details including my bank card information and we settled on 2 year plan for £40 a month. He did say it will take a while to activate.
Now, 4 months later (December), I have checked my account again - still nothing getting paid for that plan. I have decided to go to the same dealer and to my surprise they have told me that my plan was never registered, nobody with this description is working there and the details he has taken is nowhere to be found. I have asked to setup this plan again and been told I have to pay £44 a month now...

To sum it up:
1) You have used some temporary worker to take my details and now I am overpaying because of this incompetence
2) You have taken and lost my data with my CC information!

Agent used: Mercedes-Benz of Croydon - Purley Way, Croydon

My car was returned with scratches horrible service Stratford branch

Terrible service experienced at Watford/Sytner Mercedes, far below the standards set by other Mercedes franchises/specialists I've used in the past.

I experienced several issues when my car was with the service department to rectify an issue with a rear seat lock. Issues faced below.

1. I was told by the team at Watford that the issue would NOT be covered under warranty. I then contacted Mercedes directly who confirmed the fix SHOULD be covered under warranty at which point the team at Watford then agreed to fix the issue under warranty. Incompetence or just dishonest?

2. When I can asked for a quotation and ETA to supply/fit the component required, the service department mentioned they won't know until I pay for the part required beforehand. In the 15 years I have owned various Mercedes vehicles, I have never heard such a silly response. Despite me paying £32k in cash for the car in question, the Watford team clearly had some reservations about my ability to pay for a plastic seat lock? I've never been asked to pay for any repairs before any work had been carried out.

3. I was told by one engineer the car would be ready for collection in a couple of days. I then received a call from someone else in the service department an hour later telling me my car was ready to collect and they really wanted their loan vehicle back within the next 3 hours. Complete disregard to my work/personal plans for the day.

4. Upon collection, I noticed the fix had not been tested, i.e. the button to fold the rear seats down was no longer functional. After waiting 45 minutes for an engineer to rectify the issue, I was told a wire was not reinstated to a power source following the work carried out. I expected more considering the premium prices they typically charge.

5. As "a valued Sytner Club member", I was entitled to a free fluid top-up as part of my visit. Despite numerous requests, this was not carried out as my car informed me the windscreen wash was running low after using it once a day after I had collected my vehicle. Its strange they missed this but still managed to find my brake pads and discs "needed to be replaced" (not something I asked them to check and neither was this flagged by the cars sensors).

The team seem to be more interested in their balance sheet rather than giving customers an honest and diligent service. Don't waste your time and money here.

SYTNER appear to rely on AI and automation. As others have said, they make you not want to buy a Mercedes again. I have rarely encountered such bad service. I have written to them and do not receive replies. It's beyond a joke. I do regret selling my Polestar as Volvo in Chiswick were absolutely brilliant. I will not buy a Mercedes again.

Waste of time with this branch. Bunch of weirdos don’t wanna answer the call. Seems like they not hungry for commission just happy with basic pay

Absolutely awaful! Mercedes after sale in London is clearly unable to keep the Mercedes brand at the standard the car itself would deserve:as usual at September each year being under Service Plan since purchased the car I went on the 18/9/23 to Mercedes Benz Brentford (West London) for the annual service, this time for a Major Service (D), on the 19 they called me asking me to collect the car as the service was “apparently”finalised. I went to pick up the car at 5.40pm, the agent dealing with my car was not even there! The keys were handed by a receptionist without any service paperwork, I went to my car and as I plug the key in, the dash board beeped asking for the service to be executed, I went back immediately, the receptionist told me no one was in to investigate suggesting to send an email, so I sent an email immediately, the dealer replied on the 21/9/23 saying they couldn’t not reset Assyst Plus as they had an issue with my car computer?!?!, I asked how possible last year everything with another dealer was fine? Also I reported the Mercedes me adapter was NOT even disconnected from the diagnostic socket to plug in their Computer to properly reset the car Assyst Plus system? If they would have disconnected the Bluetooth connection was going to be reinstated as I do every year So it seems they have not even tried??! Reply from Mercedes “we need to check and you need to bring the car back The diagnostic check is not free it is a cost of £222 and we will require the car for a day.“ I than asked why you do not send me the service paperwork just executed? Mercedes reply: “ Your service paperwork is with the administration team. They are loading it against your service contract and had found a small issue so once they resolve that we can send through the service record for this visit.”
Still as of today 29/9 no service paperwork!!
Looks like they have issues and they want to charge me for that??!
I was looking to buy the new Mercedes, well they managed to change my mind!

Serviced my 300e today, picked it up on time, serviced and cleaned it no extra charged, delivered it back to me, didn't even charge for collect and deliver. Very happy.

Absolutely superb service from Sanjeev from collecting me from the station, ensuring every element of the car was explained and understood and going through lots of paperwork and online information.
Great customer service from start to finish.

I wanted to take time to write and acknowledge the exceptional service I have received from Mercedes Benz West London Servicing Department.

I am currently undergoing chemotherapy and my car initially required a service and subsequently a repair.
Both times I spoke to Holly O'Brien (Service Manager) and she went way over and beyond to ensure that I received the service in a manner that was comfortable for me (initially I was unable to bring the car in due to compromised immune system). She was professional but was very humane and empathetic, supportive and helpful.

So often we take time to complain ... this time I really wanted to say a heart felt THANK YOU to Holly and the team who supported me.