Mercedes-Benz & Smart Stratford (After Sales)
Car repair and maintenance Mercedes-Benz & Smart Stratford (After Sales), Unit 4 Rick Roberts Way, London E15 2NF, United Kingdom:
220 reviews
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Address: Unit 4 Rick Roberts Way, London E15 2NF, United Kingdom
Website: mercedes-benzretailgroup.co.uk
Phone number: +44 20 8221 4460
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Latitude: 51.5328191Longitude: -0.0009105
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reviews
Vonda Saulsberry
I received a letter for a recall for software update for diesel engine. Although I had serious reservations if this will cause me any problems I thought well is the manufacturer my car in requesting and will be carrying out this update. I immediately booked the car in same day (Friday) for Stratford London branch as I was reassured by their staff that it won't affect my car. Once the updated was completed this was not the case my vechicle immediately started giving me issues as soon as I drove out of the dealership engine fault light came on the dash add blue is low although topped up to the max few days before. Took it home tried to top it up but still full. Took the car to my private mechanic to run diagnostic with up to 15 error messages that's not the case as my car is well maintained serviced and no physical fault showing the errors listed with the car prior or after the software update. I even called AA and same thing. I immediately notified the branch same Friday late it was rebooked for Monday for software update to be redone as they are aware same thing happen to another customer. Unfortunately same thing kept happening to my car now third time taking the car to the dealer to rectify
the fault. I have now made a complaint for the inconvenience, cost implications, nuisance time wasted to keep taking it back to the dealer. I deeply regretted taking my car to the dealer as I had no issues with my car prior this software update. As I still going through the motion of resolving my issue I urger you to not take your car in for a software update as a recall from mercedes.
2 months ago
Paul Summers
Went there for my engine coolant customer service was very good and friendly his name was bobby he topped up my coolant and explained what level it should be and which colour engine coolant i need.
4 months ago
Pia Ledy
Disappointed with this place now it used to be good before but not anymore the people that works they not very professional and not a good attitude for customer service , I always used to take my car there for service and mot but I won't anymore .
I had some problems recently with my exhaust sistem on my car and I took it there for a repair the person who was encharge that will look after my car to be fixed had lack of communication also not informed me properly, they didn't had the part in stock in uk nor in Germany so they said the part will need to be ordered but I must pay for this first after 5 days they came back to me and said that will take 1 month for the part to be delivered and car to be fixed cost about 800£ i request a loan car they eventually gived me one but prior to pick the car up it hasn't been cleaned all dirty inside and outside I had to take their car to clean it , somehow the part has arrived after 13 days and they fixed my car , I have returned the loan car but prior to this I have cleaned all up which never happened from their side to my car was all dirty .before every time they used to wash it .
All poor customer service
Do not go there
2 months ago
sarah brown
Parts sales department, service very poor
5 months ago
Derrick Hutchinson
Absolutely disgraceful service. Have been waiting over an hour just to drop my car in for service and collect a courtesy. They are not in any rush whatsoever.
Lucky they are dealing with one of the best brands, they'd be out of business by now if they weren't.
Disgrace!
1 month ago
Erik Keup
My car was booked into today , when this was booked in I was told that I will have a courtesy car , received a call yesterday to confirm my appointment . I went today only to be told that I would not be getting a courtesy car as the cars are quarantined . Why was I not told this yesterday? Just a waste of time . Makes no sense . Staff are very dismissive.
1 month ago
Brownmoney
When u ve no choice then this is the place 4 u.
Day light robbers stay away from them they ve license to destroy u with your savings.
Mercedes should sack thier old staff to get fresh honest and decent people.
They ve new word goodwill gesture where they will tell u sky rocket price then comes back to charge u actual 30 to 40 percent of the price.
I ll urge mercedes owners do do not use loughton and Stratford Mercedes.
3 months ago
jerry j
It's hit or miss with this Mercedes service centre. You either get great customer service and reliable ETA. Or you get incompetent shoddy quotes that get longer and pricier
2 months ago
Matthew Verhoff
I was let down by Mercedes loughton they lie to my face not been honest they damaged my car but Mercedes Stratford branch they did a great job very good customer services very helpful the lady (DEVINA ) who was in charge of my car she was very professional and honest even the technician unfortunately I dont know his name his good as soon as i told him about the main issue he told me what it was on the spot by listening to the noise I was impressed I definitely recommend this branch ..????????
4 months ago
Eileen Bolger
Pleasant staff, but car was returned unwashed! Also, I was told that the adaptive headlight system malfunction had been fixed, but turns out the car does not have this system! I received an email to say that I would be updated by 3pm, but had to chase this up myself as no updates were given.
1 week ago
Julian Cuacos
The incompetence of this garage is unbelievable. Please avoid at all costs. The service team never answer their phones. They charge £200 an hour for labour. You are never able to speak to a so called mechanic. They are actually just technicians who can service run of the mill jobs only. You have to speak to a middle man who doesn’t know anything about cars. If you have a smart car do not bring your vehicle here. I wish I had read these reviews first!
4 months ago
Jacob Bilodeau
Always friendly and fast service and never as not as expensive as you might think
3 months ago
Max Pierce
Anthony is extremely professional and helpful.
10 months ago
jenna barron
Nice service....good food
8 months ago
Deepinder Sandhu
Cars, cars, cars... for the love of cars. i was after the GLS . they didn't have it in the showroom, so i took the pleasure in seeing other ranges of cars available. Do not go on the weekend as they are always busy, try week days, lunch time or even evening if you can as weekend can change your entire view of the place. staffs are so busy and tend to make you wait longer than anyone is really willing to.
6 months ago
Dryce Roe
I enjoy going there! The coffee is excellent, the gentleman at front of house is charming and interesting (sadly, I dont know his name!) and they always seem to take great care of my car. Its a convertible , and I also think its the only time the top is cleaned properly I beleive the place is a good ad for Mercedes, a place of care, and discrete style.
When my car was 10 years old, they gave me a Mercedes cap, and sadly I left it in the lounge on my last visit. Maybe if I can hang on for 20 years...
6 months ago
Kelly Marsch
This place is a joke for after sales.
6 months ago
Kevin Wong
Wasn't a good experience with the service.
8 months ago
Crystal Sugar
Because they can do better, lacking customer relations.
2 months ago
Houston Haynes
Very good service but does come at a cost
11 months ago
Derek Brichacek
Without doubt the worst service I have ever received with a car retailer. Despicable. Currently on the 5th attempt to resolve a simple issue, each time unsolved, and now they have damaged the vehicle further. Nightmare.
6 months ago
Jenn Song
Always do a good job with my car when its going in for a service. Polite and friendly staff as well
1 week ago
Alexandra Melnick
Reception guy at parts desk was quite rude.
9 months ago
Henry Marquez
Always helpful 9/10 Have the parts you need if Not they will order it in
1 week ago
Rob Quartermain
Polite and swift service.
7 months ago
Jack Blair
Considering Mercedes Benz prides itself on Customer service, this is by far the worst Mercedes garage in the country. I had to wait 7 months for a part for my boot lid and only got it fixed as i escalated it to there Headquarters. Despite being promised my seat belt was fixed it never was, i had to drive without a seat belt on several occasions as i had no choice other than to leave the car where it was. Despite the boot not opening for 7 months Mercedes HQ refused to pay me compensation and offered me a goodwill gesture of £250, despite having a email from Mercedes HQ that the dealer will also offer something they point blank refused. We have a 1 year old baby who had to share the back seat with all of our shopping which was a great inconvenience but obviously is not of any importance to Mercedes. The only good thing in this dealership is the reception staff, i have on multiple occasions witnessed other customers kicking off as cars were damaged / not fixed etc. This service centre also claimed my car took several hours to diagnose the issue so kept it overnight without informing me they will keep it overnight as the service team rarely answer the phone. My Mercedes app informed me that they did not even open the door to take a look at it till later afternoon, how foolish they felt when i told them this. Despite the boot part not being available they could not fix my seat belt issue until the boot part arrived. I was about to order a new E-class coupe for myself but after this have decided to cancel it.
4 months ago
Jeremy Webber
The service here is not always great sometimes you have to wait a really long time to be seen. Apart from that the team are really nice and look after you well.
1 week ago
Rick Alonzo
Went to this place to change my Starter motor of my c class.
they charged me 900£
and the receipt says clearly that the part cost 230£ so my question is whats the rest of the money for?
changing a starter motor take max 2 hours so they charged me over 300/h for the labour???
AVOID IF YOU DONT WANT TO BE RIPPED OFF
4 months ago
Ron Cognetta
Will never go to this place again, had a service and they return my car with scratches on it. I could have got my car cleaned better from the £10 places rather than Mercedes. Would give them zero starts if I could!!!!!
2 months ago
Amy McCuiston
Efficient service - quick drop off with reception and team always keep me updated on my vehicle.
1 month ago
Rob O
Took my van for a full service & mot. The day after it now sounds like a bag of spanners in a washing machine! After describing the severity of this they made me wait 2 weeks! It was in a better condition mechanically before I took it in. I’m taking this through the courts now! How am I supposed to work meanwhile?!
I just know they’ll try and find a fault if I give it back to them claiming its wear and tear meaning also my responsibility!
Do yourself a favour and stay clear of this place!
Trading standards will be accessing the van before they lay there hands on it again!
On top of all that I’ve now got a crunching noise coming from the breaks when apply them. I’ve never felt so ripped off in all my life!
If you’ve had a good result from these people you’re very lucky in my opinion
3 months ago
Scott Feighner
Excellent service, professional and quick i was kept updated throughout my service, Very knowledgable advisor who was great. Would defo recommend!
6 months ago
Travis Kennedy
Very friendly and helpful staff, the showroom and waiting area has a very modern look and feel.
2 months ago
Nautica Nevaeh
Horrible service from an employee named “musa” . I brought in my car for a service and pointed out exactly what issues I had with my car. When I came to collect it he rushed the car out and we overheard the engineer say to him it’s not ready but he forced them to give me my car back. I then called to say the problem is still there and he told me to “go to another Mercedes” . I went to Mercedes in Hertfordshire and they corrected the problem straight away. Will never be using this Mercedes again!
2 months ago
Belinda Cobb
Best place to get car amazing app
1 month ago
Jarret Imes
Once your car is in, you need to call more than 10 times before you get through to reception, who cant tell you anything about the car. Very rude tech people, one of them hung up on me. DISHONEST - claimed they've worked on the car and then admitted it hadn't been touched. I wish I had read all the other reviews BEFORE going there. They rushed my car through an MOT and Service with 1 hour to go before closing - didn't even tell me about a serious oil leak coming from transfer box/gearbox, found out from the MOT sheet as an advisory. Forget about customer service here, non-existent, let alone complimentary car wash etc. No followup, been waiting 3 days now for a manager to call, no response to emails, no callback.
6 months ago
Matt Benson
I can honestly say I would have had a better experience at a back street garage! The advisor we dealt with was the most incompetent member of staff I've ever had the displeasure of encountering, Kept waiting for over 40 mins to be checked in then was seen to by Shakier without even an apology, miserable/irritable manner and tone! No communication about my car throughout the day, had to call multiple times and he was never available. When I finally arrived to collect my vehicle low and behold it was not ready, invoice was pure fiction and way above what I was quoted. Vehicle was not cleaned and again no apology for this either. I strongly suggest avoiding Mercedes Stratford. Wish I'd read the reviews before booking.
8 months ago
Henry Linares
worst service, nobody cares once you turn up and nobody pick up the phone in service department, absolutely terrible
1 month ago
Chris Francis
good customer service but sold me the wrong part. was easy to find and had customer parking
1 month ago
Tony Fink
-
Very friendly and helpful staff, the showroom and waiting area has a very modern look and feel.
1 month ago
Be Successful
I needed a document certifying my car is Euro 6. I went to a different Mercedes dealer who told me I need to call the main office and did not give it to me. This Mercedes dealer gave it to me. The man on the front desk was very helpful and knew exactly what I needed. It took him just one minute to print it. I needed that document so much and he gave it to me. Thank You!!!!!
6 months ago
Bob Materka
Great service! don't let the rating put you off- the rating on here does not reflect the great service that Reece, Will and Anthony gave me regarding the service of my car. They were happy, attentive, nice to talk to, helpful and overall willing to accept my queries and questions with well thought out, useful answers.
Completely and utterly recommend this MB branch. Well done chaps.
1 week ago
Keith Jackson
Services so poor can't get them on the phone will not respond to emails use at your COST
8 months ago
yvette araujo
They didn't throw me out for drouling over the AMG c63
3 months ago
Keiko Tokita
Got the car after service and it felt
Not fresh at all.
Had a bad feeling the service was not carried to the right standards.
Vehicle returned unwashed and left quite a few marks on inside of driver door.
1 month ago
Justin VanBogart
Great service
4 months ago
Gatsy Dulin
Great service on time and within the price they quoted
1 month ago
Pinja Rovamo
Good friendly staff. Defo go back again if need it
1 month ago
Tracy Brouillette
Avoid by all cost they will rip you off saying particular work needs to be done to your car when if does not. Get a second opinion especially if you gut feeling is telling you it does not need to be done. You are supposed to trust these guys but the Merc dealer in Stratford not trust worthy. I got a second opinion with 2 independent engineers who confirmed what i suspected. I did not need to replace my coils or my spark plugs or my v belts and by running a 2nd diagnostics check on the engine they said it was all clear and i did not need to change anything. I went back to the dealer and told them i was p........ and they should not try to pull wool over the eyes of their customers to make money £££. The Merc manager wanted to get my car back in to get one of their senior tech guys to look at it again........ i said no chance don't trust you guys anymore
3 months ago
Keri YoungBear
Please, Please avoid This place at all costs. I’ve been here twice and both times the service has been appalling. My first experience with this garage I left my brand new A-Class for a steering problem where the car would move to the left when the steering wheel was straight. Once I left the car there I had bad communication with the dealership when I tried to call them, I would wait 30 minutes for someone to answer the phone. Once I collected my car I noticed that the steering was pulling to the right this time and I even went out with a technician that did state that it was normal however it wasn’t, I so agreed and went home. Also I didn’t receive the complimentary wash. Okay that wasn’t that bad I guess but the second time was were I was annoyed. Second time I left my car because my breaks were squeaking a lot and it had been changed two months prior. The drop off and the collection were better this time however they said there was no problem with the brakes however I still get squeaks when I brake. Now for the worst part. I had a Cuban link silver bracelet that I paid £1000 for in the ashtray that was covered by coins. P.s I left it there because I didn’t want to carry it on me because I didn’t get a courtesy car because of my age. So when I collect the car I look in the ashtray to put my bracelet on and I notice that it isn’t there anymore. I go in and speak to the person dealing with my vehicle and he sort of brushes it off and says he’ll speak to my manager about it and asked me to file a police report so they could investigate but I didn’t because I didn’t want to go through with the hassle. But yeah don’t drop your vehicle hear because they will ruin your car and steal anything valuable you have in your car
2 months ago
