Mercedes-Benz of Loughton Reviews Summary

Customer Service

Pros:

• "Absolutely brilliant service from the moment we walked in."
• "Natalie has handled my case with full attention and urgency due to my work needs."
• "Was served mainly by Lee George, among other helpful staff, he gave great advice, always kept me up to date."
• "The customer service rep, Gokhan, was a pleasure to deal with and sorts out anything you need and made the purchasing experience smooth and painless."
• "The sales consultant, Neil Johnson, was exemplary."
• "Sim's dedication and commitment to her work deserve recognition. Her outstanding performance reflects positively on the entire Mercedes service team."
• "Bought a used approved vehicle and had by far our best buying experience dealing with Michael Wilson."

Cons:

• "Now the replacement car by Eurocar was an absolute nightmare to deal with."
• "I reviewed my front wing and saw damage that could have been caused by this 'crash test'."
• "I expect much more from Mercedes and have had far superior service and attention to detail in other Mercedes dealerships."
• "I am sorry to say this but I found the whole experience from booking my car in for checks right through to collection to be average."
• "I recently had the unfortunate experience of dealing with Mercedes Benz Loughton, and I must say it has been one of the most disappointing service encounters I've ever had."
• "Terrible Terrible Service. I will never buy a Mercedes (or BMW) again."
• "Did not even want to give 1star! Called up on may to buy a service plan over the phone and was told I could not because there was 1 service left from my car previous owners."

Staff and Hospitality

Pros:

• "Came to collect my car today. While I was waiting Emily asked if we wanted tea or coffee and biscuits."
• "Georgia definitely knows her stuff, and was a pleasure to deal with all the way."
• "Natalie was extremely helpful and friendly and checked over my details, once I signed I was ready to go."
• "An all round good experience."
• "Ali also fixed my Android Auto as I was having issues connecting my phone to the media system."
• "Emily was super helpful and welcoming."
• "Such a lovely experience. Natalie and Ali both made me feel very welcome and at ease."

Cons:

• "The service in general was good however collecting my car from the Loughton branch was a nightmare."
• "The drop off queue is slow going and comms not the best."
• "Be very careful with your purchasing or selling back to this dealership."
• "Poor quality of workmanship. You’ll need to check over their work carefully as they seem to love to cut corners."
• "Changing my 5* review to 1*. Obviously, the sale process was smooth but everything after this was a nightmare."
• "Despite numerous attempts since Saturday to speak with my service advisor, Demi, and even trying to escalate the matter to the service manager and head of business, I have been met with absolute silence."
• "It makes me very sad to say this but the quality of this dealership has been decreasing and this is something i have seen myself over the years."

Facilities and Comfort

Pros:

• "Always on hand with making my wait comfortable with drinks hot and cold, snacks."
• "Thanks to all at the showroom including BoH valet team for taking the time to prep the car to a high standard."
• "I was given a form to go to reception and informed about helping myself to coffee/tea and biscuits."
• "The seating area was comfortable."
• "I decided to work from the service centre overall coffee, seating and facilities were more then adequate for what is needed for me."
• "Natalie kept us up to date with information whilst waiting for the service of our vehicle as well as taking good care of us whilst waiting in the service lounge."
• "It was really lovely to feel welcome this morning at the Reception, while waiting for my car service."

Cons:

• "Don’t bother going here if you value your time."
• "I still have no MOT certificate despite requesting one twice."
• "Once i got my car back I realised they had only cleaned the outside."
• "The car was not valeted as it was supposed to be, which is part of the service plan."
• "Poor service. My car was there for a small repair. I collected my car today and to my surprise they hadn't even cleaned the car."
• "Disappointing. This garage is a great glossy showroom. However service and repairs are slow."
• "This was the worst service I’ve received from Mercedes."