Mercedes-Benz of Guildford Reviews Summary

Customer Service

Pros:

• "The whole experience was FLAWLESS. The staff were so wonderful and friendly."
• "Fantastic customer service. The team at Guildford were approachable and knowledgeable."
• "Olivia Remington took care of everything quickly, politely and professionally."
• "Their commitment to customer satisfaction and extensive knowledge of the brand will ensure that you drive away with a smile on your face."
• "I couldn’t be more pleased with the Service team at Sandown Guildford."
• "The professionalism of the staff at this place was second to none."
• "The team were very attentive from start to finish."

Cons:

• "First, no one told me that my car was not washed and cleaned after doing service and MOT, I need to call back and asked to have a car wash the next day."
• "Went into the showroom with full intention of buying a car for my mrs… nobody and i mean nobody was interested in dealing with me."
• "Useless. Trying to track down anyone to speak to here at the moment is seeming to be an impossible task."
• "I had the misfortune of going here with a colleague to pick up a car from their service team and couldn't believe the utter lack of motivation, efficiency or professionalism in how she was dealt with."
• "Go to any other Mercedes but here. Awful customer service."
• "Appalling service and staff were rude - I would NEVER go there again: AVOID!"
• "Awful customer service. 11am appt for a safety recall. 11.40am before anyone even bothered to take my car keys from me despite me having stressed I needed to be away by midday when I booked the appt."

Sales Experience

Pros:

• "I was impressed from the moment we entered the dealership with a warm welcome and an offer to take a seat and have a coffee."
• "The whole process was easy and smooth from start to finish made personally like this by Harry Bridgeman who was an absolute pleasure to deal with and was knowledgeable, professional and offered after care whenever required."
• "The salesman...i believe his name was James is a credit to Mercedes and i told him as much whilst i was there."
• "Yesterday me and my husband we brought a car and I was well impressed with the outstanding customer service."
• "The entire process was seamless and stress-free, thanks to the support and guidance of the dealership staff."
• "The dealership's commitment to customer satisfaction was evident in every aspect of the buying process, from test drives to financing options."
• "The sales element was superb! First time in a long time I felt Mr. Ricardo Trigo and his team actually wanted me to leave happy and come back with all my future business."

Cons:

• "Liars Where to start: Booked in my first service for our GLS which was covered under courtesy service by Mercedes Benz SUPERMARE (THEY WERE Exceptionally HELPFUL)."
• "Terrible experience after service of my one year old car."
• "Since it has switched to Sandown I have yet to have a satisfactory experience."
• "What a lovely bunch of stereotypical people you have working for your showroom."
• "If i could leave a zero star I would."
• "Pretty grim that Mercedes-Benz of Guildford sold a 2019 Tesla Model X for £99K which is above the average market value and even worse to an old dying man."
• "Just trying to rip customer off."

Communication & Responsiveness

Pros:

• "I was kept informed by numerous people throughout the sale and delivery and beyond."
• "Throughout the past two weeks, he kept me updated on the whole process and couldn’t do enough for me."
• "The team have been very responsive to all our queries."
• "Andy who has been fantastic has kept me upto date and is a pleasure to speak to."
• "Fabulous organisation, very easy to deal with and kept me informed and updated throughout."
• "Gerly was superb - keeping me regularly informed, arranging a courtesy vehicle at short notice and really keeping on top of things."
• "The service and feedback report and advice given was very good and the technician should be praised by the management team."

Cons:

• "After he hang up the call I rang back(after few seconds) to speak to the same manager but I was told that he is not in the office anymore."
• "Contacted Mercedes 2 weeks ago asking for my refund... still no refund on my deposit."
• "Nothing was prepared for our car to be out front; the other sales representatives didn't know what they were doing, and the wait time was very long to wait for a car that should've already been prepped."
• "I keep getting told they are in back to back appointments because of an event this weekend - surely the purpose of the event is to sell cars?"
• "I’ve been trying to buy a car since 2pm yesterday and no one will call me back."
• "Next day I get voicemail to call him back. I tried to call him back a few times on number he left but no answer and it just keeps ringing."
• "We phoned this group on the Saturday was told we would get a call back within the hour we didn't so I called Sunday at opening time was once again told we would get a call back still waiting."