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
Kate Wallace
They very polite and friendly. They installed extra features for my car.
1 month ago
Mika Young
They didnt help
6 days ago
Laurie Smith
Happy with the customer service quick and polite
11 months ago
Ryan Scot
Great service from the team, got my car serviced and all went perfect.
2 months ago
Josmy Bristo
This is one of the worst Mercedes Service centre possibly in UK. The staff don’t know what they are doing, took 2 of my vehicles there first a 2017 C Class and then a second GLA 2018. When I originally went there to ask them can you get one the Vehicle experts to check if my vehicle seats belt buckles are supposed to be like that. So this a 2 mins job but they got me booked in after couple of days. This is not needed. So took the day of work and went in 8am in the morning to drop off . Get a call back after couple of hours saying this is how the cars supposed to be. So a waste of my time. Second Car got booked in a month in advance took in again 8am in the morning they said it will be ready to collect around 12. Called them at 12.30 they said they are still going through the vehicle. I told you haven’t even opened my vehicle it hasn’t even moved an inch since I bought it in at 8am (this is thanks to the Mercedes ME app) I get notifications with any vehicle update. They didn’t know what to say. I really would expect these kind of behaviour from a cowboy car dealer. Surely not Mercedes. To be honest I dealt with the guys over in Lakeside and Colindale they are on point. But seems these guys in Stratford are just on another planet and don’t know what the hell they are talking about or doing.
3 months ago
Rachel Goode
Worst service centre!!! They don't have experienced technician and Service Advisors try to fool the customers with false faults on the car to get money. They don't have courtesy to wash the car, when the promise to do when drop in !
1 month ago
Evo Guy
it is friday evening waiting for the sevice dept to call me when the car is going to be ready, called few times and was told someone will call you back
been calling them and no reply. so no car for tonight.! suppose to be a profesonal outfit?
2 months ago
Kasi
Unfortunately I have to drop this from a 5 to a 3 star. Some Hing happened a few months back that the service dropped, and it does not seem to want to cater to the same type of business. Real shame.
2 months ago
Lynne Stroud
So far up their own posterior that you can count the fillings in their teeth. They wouldn't know what real customer service was if they tripped over it by accident, it is all fawning and scraping with little substance and - as it seems common to all Mercedes dealers- makes me regret buying one.
1 week ago
Lisa Chalmers
Extremely happy. Dropped the car in for some work. Sales advisor James was dealing with my query. Quick and precise communication. Hire car arranged for the dates. Kept in contact over the course of the day and updated me on the progress of the work. Did not feel inconvenienced at all. A first class service throughout. Cannot thank him and the workshop guys enough - car now drives like new!
Must give the car wash guy a shout aswell. Best clean the car has ever had!
Will be back soon but hopefully not too soon!
Ash
4 months ago
Aleksey Zadneprovskiy
A complete let down to all other Mercedes garages I've had dealings with. Firstly it takes ages for anybody to answer your call, then your account handler is occupied with a client so your told they will call back. I struggle to remember receiving a call back when promised - probably as I've not - I've always had to chase them.
Secondly they seem incapable of correctly identifying major faults - I gave my car in as there was a fault with the AC. They replaced the switch after charging me an investigation fee. A month later the same fault cropped up and I returned the car. After a week of the car being in the garage I'd still not heard from them and was told that they had the wrong number for me even though I'd been called the first time.
Turns out the initial investigation failed to notice that there was water damage to the electrics which are costing me almost 10 times the initial costs.
I agreed to the works and said I needed the car to take my heavily pregnant wife away for a weekend and was promised the car would be ready for that date. It wasn't but it was cobbled together for me to use and I've had to return the car to resume the service. 4 days later I've not received a call and have had to chase them again.
So they seem unable to discover major issues, seem unable to contact you when required and seem unable to complete the works when they have said they will. Probably three essential things for a mechanics to be able to provide let alone services you'd expect to be carried out with more than competence from a Mercedes garage.
2 months ago
Gary Dalton
They aren't professional it's about making money period!
8 months ago
Teresa Berrone
Polite, seen quickly, were knowledgeable about my car (which should be expected but not every branch is)
1 month ago
Sean Meyer
Good customer service
6 days ago
Stacy Holguin
Poor poor services been messed about for 5 days was told my Mercedes-Benz extended warranty don't cover me by someone at Mercedes in Stafford so left with my broke car???? ......
I was left confused and bit upset so i called Mercedes Benz extended warranty my slef to ask y im not covered and i was told by them I am covered now I am really confused and all so was told by them no one from Mercedes Benz in Stafford had call them to find out ???? ...
( so I could of payed over £900 to fix my car just coz someone did not do there job right and call the right people to find out if I was covered )
Im so so happy I called them myslef ....
the person helpping me (if you can call it help ) at Mercedes benz in Stafford (( MILES was hes name)) was so poor and can't believe Mercedes standards have dropped so low like this to have some one like that working there ...
He has made a number of mistakes 1 of witch could of lost me a lot of money as i sed over £900 he has made me promise witch he dus not keep to he tells me lies when really he ain't dun hes job right ie checking to see if my Mercedes-Benz extended warranty covers me insted of just telling me it don't...
telling me he well do this and that but don't and to top it off he has even accepted he made a mistake and not one time has told me sorry or tryed to make it better ...
I am now going in to a new day ( noing im covered so thats good ) but not noing wots going on with my car and when it well be fixed and againg needing to call them for them to say ill get a call back witch well NOT hapon
I well be going in tomorrow to ask if i can talk to a manager and I'm hopping he has time for me coz I fell really let down and iv been left in the dark .. (MR SEAN ASHTON)
3 months ago
Jason Krivachek
Called for request - never came back to me with an offer.... is this Mercedes Benz?
3 months ago
Dtia Murray
Just another car dealer nice friendly staff
4 months ago
Patsy Neff
The only place I know that charge 20 % handling fee if you return unopened, unused items bought from the parts shop. You have lost me as a costumer sorry.
1 month ago
Clifton Reed
I been driving Merc around 18 yrs now the brand is reliable but the after service gone really down the drain they gave franchises to unprofessional people to run the brand
1 month ago
Myrka Aguilar
Dishonest and very creative with their prices. You spend £30000 on a car and expect a certain level of service...That is totally lost at Stratford. Skip it and buy a BMW or Audi.
8 months ago
Matthew Buotte
Took my car in for a service and two minor warranty repairs. It was all booked more than a month in advance and the warranty repairs were declared at the time. Neither of the faults fixed and they never mentioned anything when handing the car back to me - I had to check and question but they just claimed ignorance and promised to call back with explanation. Three days later and no call back. I called today and told that someone will call me back and nothing again. Now no one answering calls on their main number. Just avoid this branch - not worth it.
I'll now have to waist a full day again to get the warranty repairs completed. Really expected better after-sales care from Mercedes-Benz...when the car is up for a renewal, I'm unlikely to stick with Mercedes-Benz.
The car has been malfunctioning in some way from the beginning and they are really reluctant to fix things under the warranty..
4 months ago
Sherehan Atif
Good customer services. Car was nicely maintained and serviced.
4 months ago
Heath Young
Don’t go to Stratford Mercedes Benz.They done damage my car and not repair it.very very very bad service.i done complain to costumer service but noting change.they product eachother.
2 months ago
Susan Holley
I have used Mercedes Stratford for repairs since I first got my car, first off let me just say that this is pure proof that because Mercedes have dealership the use it to deceive and manipulate you about your repairs. Do not bother complaining because superiors are clearly aware of what's going in this dealership. John specifically who lies constantly keeps my car for 6 weeks and overcharges me for unnecessary repairs and lies about the repairs in official document. I don't see the point in consumers rights when everything they do is completely brushed under the carpet. I've bought washing machine that have lasted longer than a £20k vehicle that is supposedly "not what your used too". Yeah it's probably not because I am not used to being belittle and constantly taking for a mug. Mercedes have safety recall issues and lie about it, they have constant red flags and they lie about it.
**AVOID AT ALL COSTS
4 months ago
April Knighton
Brilliant. What more can I say
1 month ago
Terry Shadley
I would say don't just go by bad reviews as they service hundreds of cars every week and not everyone with a good experience posts a review . I was initially hesitant to go here due to bad reviews but I certainily had a good experience . I went for B servcie of my car today and was looked after from the time I dropped the car till pick up . I was mailed a video of visual check and then received call from representative about the additional item that needs replacing and not covered by Service Care Plan . I also received a report of all the works done as part of the service . Thanks Mercedes Stratford for job done
1 week ago
Robert Winslow
Very disappointed with the service and treatment I have received from Mercedes-Benz of Stratford. Car was returned after a service and MOT with a chunk out of the tyre wall and curbed wheel. I reported to Thomas instantly and was told I would be called back as soon as the driver returned. I have now been chasing for a week everyday and not had a response. Very frustrating that the car was returned damaged but even more frustrating is the lack of customer service trying to rectify the problem.
This place goes from bad to worse. Took my car in today to replace a wing mirror and when I go to collect the car I am told it’s not been done. Complete waste of time bringing it in and collecting it when it just sat in the car park all day. I have never known such a bad service.
1 week ago
Yulin Chen
Got my van back to me quickly. Excellent service. Staff friendly.
4 months ago
Tj
Well, where do I start!?
I'll start with the conclusion: this is the worst garage I have ever been to -absolute, utter shambles - wasted hours of my time. Do not recommend.
For those who want to read on - I booked my vehicle in for some straight forward check ups. Received zero communication whilst my vehicle was being sorted and received zero feedback informed feedback when collecting my vehicle. Made to wait for approximately one hour with a combination my vehicle being blocked in and staff showing all the signs of total incompetence.
Called throughout the afternoon hoping to speak to someone to get an update but no one answers the phone. When I finally got through on the 19th attempt, my call was returned to give me the update I requested.
Waited nearly two months for my vehicle check up to fix a few minor faults and having wasted a whole day I am non the wiser on what was actually done due to poor feedback, communication and the wrong 'vehicle Health check' being handed to me.
Do not use this garage.
If you appreciate your sanity then I would advise you to steer very clear of this garage.
1 week ago
Pam Hudson
Unfortunately for a Mercedes service center they don't actually know how the cars they service work. Either that or they they are a dishonest outfit who are quite happy to charge for unnecessary labor and parts.
They undertook unnecessary work on my car after convincing me I was wrong about how some components work (I wasn't). After I got my hands on the parts and explained a it to them so they now know how these components work but won't refund the unnecessary work or labour because despite being unnecessary it was carried out in line with their guidance.
Fortunately these guys are registered with the motors ombudsman, I don't expect my complaint is the first they have received about Mercedes Stratford and would recommend other persons this route too.
Also do me a favour and don't leave me a generic "we're sorry" reply you're not you did everything you could to avoid responding to my complaint. Your staff were rude, unhelpful and assume that everyone is after free warranty repairs, maybe some of us are just not as thick as your staff (John specifically) believe us to be.
6 months ago
Mike Andrews
Recommend all the mercedes centres I have been to EXCEPT this one. Please avoid. Have raised my concerns to the complaints department.
1 week ago
hannah Livingston
I took my work van in there to repair a “power steering fluid leak”. There was a pipe which the fluid ran through and got connected with a jubilee clip, which was over tightened and caused a hair line crack. They just topped up the fluid and told me it was repaired after just one hour. At the time, I didn’t know what the problem was, until I had to take it to another garage literally 2 days later. I took it in and they diagnosed the problem straight away and found there was a bracket near the radiator which was left loose, not even fixed back by Mercedes. I know Mercedes have a good demand on their cars, but this place with their knowledge and customer service put shame on the company over all. I was well disappointed and would never recommend this place if you drive a Mercedes yourself.
6 months ago
John D
First time I have used Stratford Mercedes after using another dealership where I previously lived for a number of years, I was pleasantly surprised how well I was looked after from booking my car in, right through to collecting my car after it's service, very professional and excellent customer service all round.
4 months ago
Stephanie Pattillo
James was the one we dealt with while getting the cars serviced. Easy process, we received updates, everything was on schedule. James did a great job, I was personally satisfied with the overall service received at Mercedes-Benz&Smart Stratford. Reccomended!
6 months ago
Sanmay Ved
Frindly staff and amazing service if your a Mercedes owner
6 months ago
heblewherakiss
Rip off
5 months ago
Evelyn Hanners
Fixed my car under warranty ????
9 months ago
Michael Mazulis
Very nice staff but made a mess of my car after a full service, engine started making noise, full domestic done and they said the gearbox controller was the issue and nothing else at £1289.00 , also 70 mile road test done by engineer and all was good so after 2 weeks went to collect car but engine mulfunction and stopped running so I took it back to garage, 1 week later said starter motor needs replacing cost +£300 with 70% discount, 2more weeks later said hybrid controller is problem cost £1200 with 70% discount.
My Car was at this garage over 9 weeks and cost of +£3000. Stressed out and very unhappy. I should of read the revies first, stupid me.
So I hope you all don't make the same stupid mistake as I did.☹????
5 months ago
Tracie Kessler
If I could give a zero review I would. My dab radio stopped working after my last Mercedes service. I made an appointment to get it fixed and was given a date 4-6 weeks ahead. After waiting this long I arrived to find out the equipment needed had broken the previous Friday. No one has bothered to call to rearrange and save me the trip Or from taking a day off work.
while I was there I asked if someone could look at a bump to the back of my car. Again no one would be available all day to look at. The worst customer service ever and all at my own cost as Dab radio not covered under the Mercedes service plan even though it stopped work after my last service.
6 months ago
Katie Philip
We took our car for regular service, appalling communication from staff, we have walked to Westfield Stratford on a snowy day because they have failed to inform us about a service car that drops off costumer while waiting for our car. This time we took Uber to collect our car because the pick up schedule is two hours and that’s from Westfield Stratford, we could have walked but it’s rainy and we have some shopping bags. Too inconvenient and very dissatisfied. And to top their outstanding communication skills they just told us that they send someone to pick us up sooner.???? I’m having a headache with this...
1 week ago
Tarisa Tugun
One of the best aftersales parts and garage in London
1 month ago
Rahul Gupta
On hold for 40min and eventually rude person no customer service. Embarrassment. 0 star if i could.
3 months ago
Kristi Barth
Absolute comedy of errors! Do not use this place!!!
Having driven Mercedes for more than 20 years and having been loyal to the brand; I've been absolutely devastated by the complete joke of a service received from Stratford Mercedes Benz.
Unclear instructions, poor communication, they actually lost my car in their car park for a day, delays in running a diagnostic, car returned to me in an unclean state and no Mercedes contribution towards a gearbox sensor failing at 32000 miles! This cost me more than £1500!!!
And to top it off I get a call halfway through the work day demanding that I return a loan vehicle on the same day or face being threatened with the vehicle being reported as stolen!
Not what I expected at all from a brand that I spent years being loyal to.
Do not trust these dodgy characters to provide a service worth paying for. Is anyone at Mercedes Benz auditing these guys?
Re-thinking my brand loyalty now and possibly opting for an X5 instead of a GLE ????
6 months ago
Bruce Preston
Although the manager Tomasz was highly professional and courteous towards myself I believe the work was not carried out the way I was made to believe and my points as follows.
When I booked my service I was told £275 all in for everything that I asked for but however on the day I was charged additional £95 total £350 even though I asked them why the price has changed and was told "I don't know"
2nd point
When I received the vehicle it had lots of new scratches which I informed my service manager about and was told il be getting an email with full details of how my vehicle was received initially and after serval phone calls I'm still waiting.
Also after an software update my phone Bluetooth doesn't work anymore.
I read the reviews and decided to Ignor boy do I regret it now.
5 months ago
Ashley Jones
Brought in Citan to have a battery changed on Tuesday @10:19 for a battery change under warranty after call-out to Mobilo. I was told it would take two days to check the battery. Went in yesterday Thursday to be told it had not been touched. Wouldn't like a serious problem. Still waiting for my Citan. We have a fleet of over 160 Mercedes
1 week ago
Sanaa Stingley
Customer service is beyond excellent. Very welcoming and they do there best to resolve any problems
2 months ago
Sellman Walker
Not that good as no one would answer the phone waited over 20min had to put my phone down,,,
4 months ago
Express Kitchen
They really use less people working in this garage. They always lie costomers I don't know how Mercedes doesn't keep eye on them. They r useless lazy people every single of them don't ever take ur car to them. They r rude too. There technicians r use less as well plz always leave bad review for them thanks
6 months ago
David Boren
Bad customer service and rude behaviour.Recently I bought a 18 Reg Mercedes E class and experience twice a time burning smell from the bonnet.I asked them to book an appointment and I had to call them twice to book an appointment first time guy ask me to write down the details and leave it here we will call you but no call and I have to go there again.On the day of appointment guy said me I don't want to waste our time as there is no smell at the moment and you can drive it and bring it when there is buring smell.Somehow I argue with the manager and he ask me to drop the car for a day and they will check it.After keeping my car for a day next day they call me and tell me that they have not found any fault and you can take your car . we will email you the paper where you can check that what we have checked in your car ?
Its been more than a week I did not receive any email from them.Personally this is my worst experience.I would not recommend anyone to Use Stratford Mercedes Garage Services.
2 months ago
Al J
The service is rubbish they never sorted my problem everytime I go there they tells me different stories 4 times I went there to sorts out my vans problems but they didn't, I recommend every body if you needs mechanic choice another garage not Stratford.
6 months ago
