Mercedes-Benz & Smart Stratford (After Sales)

I called to book my vehicle in for a service and was told the vehicle required a Service B. A young lady called Amber Jeffery quoted me a total price of £1197.48 after keeping me on hold for a while to which I agreed to and arranged a booking. I confirmed a few times if this price included everything and requested if she could send me confirmation for the booking to which she told me I should receive confirmation 2 days before I drop the vehicle. I called the next day to confirm what would be carried out in the service as I required new windscreen wipers to be added and before the lady even explained anything to me she quoted me the price of £1633.19. An increase of £435.71 overnight! I asked the lady on the phone what the increased price was for and told her the price which I had been given. She asked me who I spoke to and I gave the details of the conversation and the time. She then put me through to the young lady I spoke to (Amber Jeffery) who gave me a price of £1197.48. When speaking to Amber, I asked her what we agreed on and why the increase of price, she told me that she would need to go and speak to the administration team. At this point Ahmad Bites (service administrator) took over and tried to give me three different prices. Obviously he was trying to justify the increase of price overnight but tried to tell me that they are doing me a favour. He then told me that the vehicle needed a ATS fluid change hence the increase in price. Clearly when I initially spoke to Amber, I asked a few times if everything was included to which she told me a total price of £1197.48. Now I have requested Ahmad Bites or management to give me a proper explanation in writing but nothing has been done. The service seems to be unfair trading/ misleading as I would have thought the total price payable would have been £1197.48 which was initially agreed. Currently waiting for a response. Very poor customer service and a bad experience at this service centre.

The worst experience I have had at a service centre. The staff where rude and made you feel that they where doing you a favour by serving you. On arrival you are handed a clipboard to fill out your details and when the reception get a chance will look up your details. This is in stark contrast to how you are greeted at other dealerships. At our last visit to BMW Stephen James the receptionist asked for name and confirmed vehicle details and asked us to take a seat, at the reception desk we where told who would be serving us. At the Mercedes dealership it took more than 30 minutes to find a booking for my vehicle that was made on the Mercedes website. I showed the staff the email and it took over an hour to just drop the vehicle for what was advertised as a fast service. When the service was completed, I was given an extensive repair list of over a thousand pounds for brakes at the first service of a new vehicle. When I questioned if the works where required immediately, I was informed that it was recommended as the vehicle is with them but not necessary. I drove the vehicle for a few more months before part exchanging for a new vehicle from a different manufacturer and I am actively avoiding purchasing another Mercedes because of this. Oil level low was not full after service and when I returned and it was topped up staff said it was just half a litre !

Awful service. Guy in the parts department clearly hates his job. Ive seen happier people in funerals. Ordered a set of keys told I'l get a call next week when they arrive. 2 weeks later no call, no key. I try to call the number to speak to someone no one answers. Dialled through to the parts department and the line gets disconnected. Tried several times and then when I pressed the car sales button surprise surprise I got through but they cant help and I have to call back. Hands down the worst Mercedes showroom ever.

Mercedes Benz Stratford were amazing when I took my car there recently. I was dealing with Anthony, and my car was only in for a safety recall, but he went above and beyond to make sure I was satisfied with everything! Great reception staff as well, and even the fella who brought my car round was lovely as well. Top notch service!

The MB staff are willing but not sometimes able to complete the essential tasks required to fulfill their customer service requirements and hide behind their Covid19 protocols on being able to contact them.

Mercedes Benz Stratford were very pleasant and professional in dealing with my issue. Not only are they very local to me but Devina especially was very knowledgeable and helpful in getting my new car linked up to my smartphone and advising me on an affordable service plan. Will use again for sure, Thank you.

Avtov at the front desk is very professional and courteous. Makes you feel welcome and the service overall was very good. John who looked after my car was very polite and good.

Very nice and friendly staff and very efficient service. By far the best Mercedes workshop I've been too. Ive had to take quite a few vans over the past couple of weeks and Devina has helped alot with making sure everything went as smooth as possible. Would recommend this place to anyone I come across that needs work done by Mercedes.

Very friendly and accommodating staff members! I couldn't get my car serviced anywhere because of corona but they accommodated me. Highly recommended them, since they are also very strict and following all the precautionary measures to prevent from spreading of virus.

Excellent in all aspects, great communication and friendly atmosphere, methodical in their approach to all issues about the Mercedes brand. Anthony is a gem, keep it up. I recommend this business to anyone with any issues about their vehicles be it service, repair or diagnosis.

All my services were done at Stratford London dealers. They have used a wrong unit on the milage record. I contacted them by phone even went there in person to correct the unit. To date I have not find any correction. They have a duty to put the correct milage. They have been recording the Km in Miles. They are totally unprofessional.

I went to Mercedes Benz in Stratford for car service and MOT. It was very easy and efficient. The staff were friendly and they got the job done in a timely manner!

Nîce, clean place easy access. Pleanty of parking. No place to lock your bicycle onto as i cycled there for my merc. Wasn't working. The gents were very nice and offered me to leave my bicycle in the showroom (where they usually have a smart car on show, joking ! )

Abysmal customer service standards from a premium marque. This is one of the Mercedes owned dealerships and frankly they should be ashamed of their standards compared to to franchised dealers that I have used. I made several phone calls enquiring about a product, not only could I not get through to the right department at the dealership, but they didn't even have the courtesy to call me back. I feel that Mercedes in the UK are taking their loyal Customer base for granted, believing that whatever level of customer service they offer, we will stay with them. They couldn't be more wrong, as in these difficult times we live in, people will view such treatment more seriously and start buying cars from competitors. Mercedes, you need to stop and shake up your service standards and protocols, restoring them back to your golden years!

So many times I have given my car for a and b services and my car is ready for collection after an hour and I wonder what makes them charge 400/500 for an hour . And they say they clean the car I side out but , I also wonder that they clean coz I see smudge on windows and I side is the same . Please find a local mercedes specialist , probably cheaper. Every receptionist try to be specialist Nd exaggerate the work carried out but I just find it waste of money

Would have been 4 but the receptionist Olivia just about acknowledged me with a Hello and then went back to looking at her computer screen. No how can I help you, no just bear with me a minute, or any follow-up conversation until she was ready to ask what I needed. She asked Davina for further assistance who proceeded to tell me that what I was asking for was not available a fast track MOT whilst I wait due to a booking error by the Croydon branch. A simple check on the system or notes to be viewed prior to disappointing me with a nonchalant, unbothered Sorry we don't do MOTs whilst you wait could've softened the previous mistakes. Manager,Paul I think was his name, professional and attentive to reason for visit and quickly resolved the communication issue initially created by Mercedes Croydon. A better all round visit than had at the incompetent Dartford branch which you should avoid at all costs.

Instead of give me estimate for repairing my airbags for my old vehicle, i received the answer “better to buy new car” and received business card of Dartford Show room store for purchasing new vehicle. I do understand u are branded company, but communication is not “branded” and i didnt ask your opinion, i did ask the price to repair my car. Startford branch (staff) need to be training how to communicate with the clients, specially on the reception desk

I was met by a gentleman Mohamed Miah he was friendly, polite and professional. Booked my car for MOT got there by 8am by 10am got a call back from him informing me my car had its mot and software update, invoice emailed for convenience. Super fast service thank you Mohamed Miah and #Mercedes-Benz & Smart Stratford.

Mercedes Benz Stratford - all I can say is do not go to them or let them fix any tyre issues. I paid approximately £130 for a new tyre that apparently had to be replaced then and there because it had a bulge - two weeks later that same tyre is flat. I went back to Mercedes Benz Stratford and they pretty much said is was my ‘my’ fault and I will need to pay another £130 to replace it. I explained to them that I only had the tyre a couple of weeks and there is no reason that I can recall as to why the tyre should go flat. They told me there is nothing they can do and I will have to pay again. I also had a issue with another tyre that constantly would show that the tyre pressure needed adjusting. I asked them to check this and on 2 occasions they said this was fine. I took the car to Kwik Fit and within a few minutes they identified a wire in the tyre through which air was leaking. I made a formal complaint and received a call form Mercedes Benz Stratford to resolve the issue. However I was told that Mercedes Benz Stratford didn’t do anything wrong and that was there resolution. Very shock, and disappointed. Other branches have been amazing thought e.g Loughton.

Vehicle software update, no complaints. It all went smoothly

Always very professional service at all times. Highly recommend.

Had issues with this workshop. Now resolved. Receptionist: amazing Complaint handling: amazing by anthony Engineers: jokers / ridiculous / too much lies and breaking things to make more money out of you. Telephone service: never answer Email: bounce back To resolve any issues. Email the complaint team. Contact the head office / london team I think it’s in Milton Keynes. They will get in touch with Stratford branch to resolve the issue. The person who is helpful and is best to resolve the complain is: Anthony from Stratford branch. Always keep records of calls and emails etc... for future references.

Cowboys and unprofessional folks. Don`t go there for anything, unless you have money to throw away. Their service is very poor and expensive. They are lazy and can keep your van/cars days without any work. What they know how to do is to change the engine oil, headlight and few minor body work. They don`t know anything about engine and when they diagnosed your car/van, i would advice that you seek for second opinion, otherwise you will have yourself to blame. If you try to contact them on phone, they won`t answer calls and when you request call back, they won`t call you back . They are not trained and you will regret visiting such place . Don`t use them. Local garage is better than this craps .

Took my car here to be repaired and had to return it twice more as it was still faulty. My car was then damaged whilst in Mercedes care and they are refusing to take liability as it was not reported in a time frame i was unaware of. I would suggest using another local Mercedes benz centre

Having read several reviews on here about Mercedes Stratford, I was very reluctant to bring my car here due to some of the negative reviews i had read however, I thought seeing as my query is relatively simple, and this is the closest service center to my house (less than a mile) there is no way they could mess this up??.....WRONG..... Woeful service, the lady on reception was pleasant enough however, the gentleman who i assume was a technician/service agent of some kind who dealt with me, gave the impression he could not get me out of the door fast enough. i took my car here to have the Mercedes-me dongle retrofitted to my car, i was asked by the receptionist to download the app and create a log in which i did. The technician came out and asked me what i was here for (which i thought strange), i said for the Mercedes-Me set up, he asked me if i had downloaded the app and created a profile which i had done. He then asked me what car it was and the year and i replied it is a W204 face-lift Coupe registered in 2015 (C-Class Coupe). He took the registration of the car, went away for about 5 mins, then came back and told me it was done. I asked him, had he the fitted the OBD dongle to the car (knowing he had not as the car was locked and i had the keys plus he did not know where it was parked) he replied that my car did not need one, (strange i thought, seeing as all the research i had done suggested that my car required the OBD dongle to be fitted) but anyway i was not going to argue with the guy about it because obviously he is meant to be the expert here, the tech advised that it could take up 72 hrs to activate. So i left. I waited a few hours and then returned to the site as i had further questions concerning the set up, i was reassured by the receptionist that everything was completed properly on their side and that i should wait the 72 hrs. So again i left. later in the evening, my wife returned home and i decided i would try to set the Mercedes-me up on her 2016 A-Class (knowing that being a newer model, this would not require an OBD dongle). The whole set up took me about 15 mins and as part of the set up it required me to call the Mercedes-Me contact center from inside the car using the head unit. During the call to the Mercedes-Me, once i had confirmed the set up for my wife's A-Class, i asked the agent if he could check on the setup for my car. The agent took the the details of my car and advised that yes, my details are matched to the car on my Mercedes me profile however my car requires the OBD dongle to be retrofitted. I told the agent that i had been to Mercedes Stratford twice today and was told my car did not need it (even though they did not even look at the car)...... Now i knew the car required the OBD dongle but like i said, i am not going to go to Mercedes and argue with them about what the car needs as they are the experts. This whole experience has left me very disappointed, not with Mercedes Stratford, but with myself, because i read the reviews about Mercedes Stratford and the reviews were poor but like an idiot i still decided to take my car here out of sheer laziness... Safe to say I will not be returning to Mercedes Stratford, and to think i was considering taking out a service plan with them, even after i had read reviews that services were not completed properly.. yes what an idiot i am... I expect better level of service and competence from a premium brand such as Mercedes-Benz. Their cars are not cheap, and the services they provide are not cheap! I was quoted £125 for a map update for my in-car satnav whilst at MB-Stratford and was also quoted just under £50 to grease the mechanism for the panoramic roof. Mercedes Stratford need to sort themselves out!!!!

Very poor and rude service from Gary in the parts dept. Does not follow covid guidelines for all customers and has no customer service skills. His standards of customer service is below euro car parts

The parts department counter there has been always very slow service, no improvement even before covid19, please do go there if u have nothing to do an take something with you so u can seat down while waiting on the long queue,

place is nice, but google maps may take you the wrong way through their additional, private car park

The gentleman at the main reception always provides a very professional service. Shakir, the representative is also very helpful and attentive and has gone out of his way to help with situations that have arisen. As for the mechanical aspect, this leaves too much to be desired. Really not what I expect from Mercedes and is a very big let down. On several occasions now I’ve had to take my vehicle back in for things that should have been checked before handing the vehicle back. I paid £2K+ for repairs to my sunroof only to find the repair was not done correctly. After receiving my vehicle back there was a scratch on my vehicle which had to later be handed back in for a touch up. Recently spent another £1K+ on repairs to the engine area only find that once again hasn’t been done properly and coolant is still leaking somewhere. I do still find myself holding onto the image of Mercedes being first class in quality and service. I do hope the team in Stratford get things in order before my image of the company is further damaged.

Very professional and super organised. Updates all the way from when you drop the vehicle.

Always used this dealership for car servicing, provided best service

If could I I would have rated - 5. Waiting for parts 6 weeks. Pathetic

Very professional. Fast solutions. Staff well trained.

Receptionist is super rude, asked him nicely how much longer its going to take to get the MOT done, all he gave us is rude response and started to argue about why we waiting here in the waiting area. Usually it takes about 30mins to 1hr, but we been waiting from 8am till 5pm. Useless place, staff walking around without anything to do.

you are better off going on youtube and learning to fix your own car

Using this place for servicing my car for long time...at the reception desk always I've received the best welcome. Thanks for being helpful and nice all the time

I came in for my service on 15 August 2020 the lady at reception was pleasant and had great customer service. This was my first time taking my car to Stratford Mercedes for a service and I will not be going back. I have kept change in my central compartment and would not think to have to remove this out of my car whilst I pay for a service and Mercedes supposedly being a reputable company. You have people working for your branch who could potentially be stealing from other customers. I wouldn’t remove change when I get my car washed and would definitely not think to remove cash when I’m paying for a service, absolutely shocking! Regardless of what is being taken from the car there is an element of trust when you take your car in for it to be serviced. To this date I have not received a call back or a response which speaks volumes. Avoid avoid avoid!

Great service, booked diagnostic, problem sorted, even didn't charge a penny. Much better service then Mercedes Loughton. 5*****. Many thanks.

One of my worst experiences ever to say the very least appalling service from on of the most prestigious brands in the world!!! Avoid stratford at all costs

Very bad. They had me waiting for 4 hours. All I was doing is following instructions on arrival.

Went for a service. Lady at reception was very polite and friendly. Great customer service. Mechanic was helpful also. I was pleased. Cant complain

Poor service, passed around between departments and still didn't have the part until 3rd attempt. 2 stars as eventually sorted

Very poor customer service. Asked one of the staff to help me with my mercedes because I only just bought the car and didn’t know much. No help was given. Car wasn’t washed. Only positive was they provided me with a vehicle health check video. I went to Mercedes Loughton after Stratford because I didn’t like the service I received. Wasn’t expecting Loughton to be worse than Stratford. They charge premium rates for a shocking service.

Ive had a bad experience there recently where they just didnt do what they said on a few things and just tried to blag it. Going back again once more as its so close - hopefully its a better experience this time! So after going back my mind is totally changed. The service was great - tomas and artur were fantastic in making sure my car was repaired quickly and the customer service was top notch as you would expect! Would thoroughly recommend now.

No one is answering the phone so we cannot find out how the car is getting on and when it will be ready. I expect much better service from a Mercedes dealer. The service should be professional and courteous throughout the day. A back street garage will answer the phone throughout the day but so far it seems Mercedes are unable to do this.

Recently took my car for rear air bag malfunction sign. Also explained that the dash screen randome goes blank while driving. Kept me up to date while car in the workshop via text. Which was amazing however the biggest disappointment was when the technician told me they need to keep the car for over night for software upgrade which i agreed and then on the following day find out no update was done and there are no explanations upon collecting the car.

Avoid this specific dealership at all costs. I had a repairs booked in with a loan car which was a long wait (understandably). The person who dealt with me (an Asian male service manager) seemed to be in a very quick hurry to get me out of the dealership. He suggested that he fixes the electrical faults himself when I insisted that the car is to be kept and reviewed by a technician. However again, he seemed to be in a hurry and I didn't feel welcomed at all. I then make my journey home and the same problem occured. Now the service provided here has made me not want to purchase anymore vehicles from Mercedes and stick to places such as BMW Park Lane where the customer service is incredible.

Costomer service has improved during the lockdown,still more work to do though

I appreciate the performance of the Mercedes-Benz reception staff and I am happy to have a Mercedes car. thank you

Had to queue for 30 mins outside in the freezing cold. Only one person serving parts, very slowly whilst everyone queued outside