Mercedes-Benz of Epsom Reviews Summary

Customer Service

Pros:

• "Everyone is so nice and nothing is too much trouble."
• "I'd recommend the team here without hesitation."
• "Sam Benlamkadem who was the salesman I spoke to guided me through choices, patiently explained everything about my options."
• "Our sales assistant, Ben Sinclair, was absolutely amazing from the first minute we shook hands."
• "Fantastic service! Very professional and friendly yet informative staff with true knowledge and great customer service!"
• "The customer service was superb - I got what I wanted at a great price, within pretty tight timescales too."
• "The customer service is top notch!"

Cons:

• "Once the service team had looked at the vehicle it was then we were told about the service mode & made to feel stupid that we hadn’t done this."
• "Fast forward another 3 weeks and still no response."
• "Appalled at this very, very poor level of customer service."
• "Poor customer service and not experienced woman calls Sarah!"
• "This dealership has unfortunately employed a team of unenthusiastic, 'can't be bothered', unapologetic individuals."
• "Appalling customer service on my visit on Saturday morning."
• "The after sales customer service is way below par at this branch of Mercedes and we will never buy a car from them again."

Showroom & Facilities

Pros:

• "Beautiful showroom and outstanding service as you'd expect from Mercedes."
• "A fantastic experience from first going to find a car to driving ours away from the showroom."
• "The vehicle is in immaculate condition as you would expect from Mercedes."
• "They also have a great new showroom and always have lots of top end cars on display."
• "Very prepared for the covid precautions, and a very clean and hygienic showroom!"
• "The showroom is immaculate with a warm welcome and all the staff very attentive and friendly."
• "Drop off area gave good impression in covered area."

Cons:

• "The service parking area needs better signage."
• "Shame about post sales service."
• "We’ve had problems with Epsom Mercedes in the past..."
• "Whilst my ML was left with Mercedes Epsom for 4 weeks for a part to arrive from Germany a very noticeable dent was sustained to my driver's door leaving me angered and disappointed."
• "Since being taken over, this Mercedes dealership has just gone from bad to worse. Service levels are pretty dreadful."
• "Felt a little disappointed that no mats were included with the car."
• "Then I realised car was faulty (indicator unit was not self cancelling)."

Communication & Responsiveness

Pros:

• "Her response to any questions via email or telephone prior to collecting the car were answered immediately."
• "Service carried out today at Epsom, and I was initially impressed by the communication with regular text updates."
• "We particularly thought the text message service updating customers on where our car was in the service process was excellent."
• "We were kept fully up to date during the progress of the order - and the car even arrived early."
• "Customer service all through was 100%."
• "Great comms throughout the order process and we even got the car a bit early."
• "Communication was clear and concise throughout."

Cons:

• "Fast forward another 3 weeks and still no response."
• "They did not fix my car. I got just 10 yards when I noticed the same ongoing issue."
• "They ghosted my email for 2 weeks."
• "So, at the time of writing this, I have no idea if my key has been ordered, no idea what’s happening with my car."
• "When i rang to complain none of the managers were willing to take my call - they were all too busy."
• "I've left 3 voicemails now as well as spoken to reception and the service adviser twice who dealt with my complaint originally still no closer to getting it sorted!"
• "After calling Tuesday (twice), Wednesday, Thursday, and later emailing Thursday, no one has called back about a problem that the car has been in 3-4 times already."