Mercedes-Benz of Tonbridge Reviews Summary

Customer Service

Pros:

• "Wonderful service from Tom which made the buying experience a pleasure."
• "Callum... The process from start to finish has been stress free."
• "Purchased a vehicle via MB Tunbridge Wells, the process was seamless thanks to Tomas Toft who kept me updated at all times."
• "Salesperson Jack was accommodating from the start, took time to answer my questions and was generous with his time."
• "Jamie Craig was very very good to deal with. Very polite, patient and nothing was too much for him."
• "Lily and Jo... It's rare to see such quality customer service."
• "Thomas Toft is a breath of fresh air. Couldn’t of asked for a better sales executive to look after my needs."

Cons:

• "A 2 hour service customer wait took 4 hours, the car wasn’t even cleaned inside."
• "Today, less than 2 months since the last breakdown it has happened again. Same fault."
• "I did not have the experience you would expect for Mercedes. I was also asked multiple times to put a 5* review when we had only just started the sale, glad I waited until now to finalise."
• "I am expecting a good service but it seems that they are rushing things and not making the client happy."
• "Followed up with the salesman of Lookers Tonbridge the following week after our test drives, to buy a GLC, zero response."
• "They couldn’t care less about their customer."
• "Utterly disgusting customer service - smarmy, rude, obnoxious, condescending staff."

Facilities

Pros:

• "The showroom is clean, air conditioned and has coffee, wifi and clean toilets."
• "The mechanics are also clean and courteous and I get a video of an inspection of the underside of the car."
• "The ladies that booked in the service and greeted me were superb- great customer service."
• "Given the Covid19 measures the facilities were excellent."
• "Brilliant service, staff so friendly and welcoming. Had all the work done on my car whilst waiting in the comfort of the sofas and free refreshments."
• "The reception staff are always friendly and welcoming and the technical team seem to be very competent and happy to answer questions."
• "I was greeted very cordially by the reception staff who made me feel extremely comfortable."

Cons:

• "Shame about the lack of custard creams."
• "There was also remains of tobacco around the car and even ash left in the rear ash tray, the car clearly had not been cleaned or checked correctly."
• "Also the valeting seemed a little rushed as there is still polish in places on the car and circle smear marks all over."
• "Danish pastries would be greatly appreciated to give the coffee something to wash down but you can't have everything."
• "The car doesn’t have a heated windscreen either."
• "The greeting on both occasions (drop off and pick up) was a bit grumpy."
• "Only 3 stars on the Booking Experience because of poor preparation at your end."

Communication

Pros:

• "When I left the car and came home the workshop staff kept me informed regularly about the progress and the time for pick up."
• "Their knowledge also saves time."
• "Rob Gladden provided outstanding customer service and made the whole experience as smooth and hassle free as possible."
• "Excellent communication throughout with Ben “Service Advisor” and well organised system to service my car."
• "Luke was attentive and helpful without being pushy and salesy."
• "Rob... was very helpful and kept me informed throughout the process."
• "Staff are really friendly and nice keeping you up to date, offering you alternatives where possible and supportive."