Mercedes-Benz and smart of Oxford Reviews Summary

Customer Service Experience

Pros:

• "Adam is super helpful in showing me around all the new Smart #1 models."
• "Paul managed repair to my car, he could not have been more helpful or done a better job."
• "I visited Mercedes Oxford recently and was greeted by the lovely Hollie."
• "Robbie was extremely helpful & professional when assisting me."
• "Excellent service from the start of an extended warranty claim for the rear subframe of my car."
• "Tom Kernahan at Mercedes Kidlington has demonstrated outstanding customer service."
• "Such a warm and prompt welcome from the lady at the front desk."
• "The hand over was done by a very pleasant, helpful, informative young man called Josh."

Cons:

• "I had recently obtained my GLE, there was a towbar red light so booked it to be looked at. Utter rubbish, quite possibly the worst garage experience I’ve had in over 20 years of driving!"
• "My car was called back for an upgrade - It was booked in on a Friday supposedly to be carried out on the same day - i was called in the late afternoon to say that i could come and collect the car - they had not started on it and could i bring it back on Monday."
• "One of the worst experiences I have ever come across would avoid like the plague."
• "I am writing this review about their servicing and parts section. For the parts section it is really pathetic."
• "Mercedes service is appalling. To the point where I would question whether or not I would buy a Mercedes again."
• "The showroom experience was very good however the follow up is very disappointing."
• "No communication as to what was happening. Service department never answered the telephone."
• "Awful from start to finish. I hope the manager takes note."

Product Knowledge and Expertise

Pros:

• "I had a chat with a young and knowledgeable salesman."
• "He was professional and very knowledgeable and helped with every question we had."
• "Adam answered all my questions clearly and succinctly and was very knowledgeable about the car."
• "We were very impressed by his knowledge and passion for cars."
• "Neil Hastings is an excellent salesman and an valuable asset!"
• "Simon Morley in sales was really helpful and explained and clarified all that I asked."
• "Thanks a lot for today! Special thanks to Bal showing us around and letting us feel very welcome!"
• "Adam, was extremely helpful- explained my buying options well and was clearly looking after my interests as a purchaser."

Cons:

• "When offered an air con service I pressed yes as it’s making a lot of noise. So I was then sent the check up video which revealed that there was play in the front suspension and an arm needed replacing."
• "For the service department they are equally bad. They simply have no one to speak to about services neither in the store or in the garage."
• "Don’t even waste your time with this place. They’ve messed me around several times with no care or apologies."
• "Called them to purchase a car and confirmed it is spotless. When I arrived, there was a huge scratch, saying it has happened that morning and been promised it will be done factory level, otherwise they would take the car back."
• "It took me two months to make an appointment for my electric car servicing."
• "Took my vehicle to be serviced and a diagnostic test done on my car. Part needed replacing but was covered under mercedes Benz warranty. Lied to on multiple occasions regarding being re-booked to have this part changed."
• "Judging by the low star reviews im not the only person who have had issues."
• "I had no choice other than to book my car in for a waiting service as there where no other slots available, no courtesy cars and no collection slots."

Facility and Amenities

Pros:

• "There is a comfortable waiting area, with free tea and coffee, and other drinks available."
• "The garage also had beautiful facilities, which only added to the experience."
• "On line booking and then booking in the day before on line was easy- having a desk space to work whilst my vehicle was in getting service and a repair made life easier."
• "Dealership felt modern too, nice interior and spacious, comfortable waiting area."
• "On arrival I was shown to the Service waiting area and was greeted within 5-minutes. The lady was very polite, courteous and friendly."
• "The customer services team are pleasant and knowledgeable; hot drinks available which were a decent quality as well."
• "Lots of bad reviews here particularly towards the service department - I have nothing but praise, very professional, efficient service in what is clearly a very big and busy branch."
• "Excellent service from team on a recent visit to collect from sevice .I was assisted by Lori who greeted me on arrival and then took me to my vehicle ensuring I was completely happy with everything. Perfect customer service a pleasure."

Cons:

• "I had to wait all day for that?"
• "Service advisor and technician have acted negligently and without due care and diligence, and have not treated me fairly."
• "Awful from start to finish. I hope the manager takes note."
• "I was asked to arrive at 8:00 am and reminded several times. My car wasn’t finished until 5:00 pm!!!"
• "The whole process was excellent. We were extremely well looked from start to finish after by Simon Morley who made the whole purchase process, from test drive to order and eventually to collecting the car, an absolute pleasure."
• "It all went wrong right from the start due to your online system (which is dreadful) failing to book me in."
• "Purchased a used AMG. Rob the salesman was very helpful and pleasant, right from viewing the car through to purchase."
• "Absolutely delighted with my A200, Robert was an absolute pleasure to deal with and sorted any problems quickly and efficiently!"

Communication and Responsiveness

Pros:

• "Great repair, great service, I would highly recommend and it is why I insisted the car was repaired by the main dealer."
• "Massive thanks to Hollie again, outstanding knowledge and service, would definitely recommend the Oxford branch."
• "I was called a couple of hours later and told that the car was ready to collect."
• "Excellent customer service, would absolutely recommend."
• "Very professional and friendly staff especially service advisor (Sapphire) she handled the whole thing well and explained everything I needed to know."
• "Throughout the entire process, Robert was extremely patient, helpful, and responsive to any questions or concerns that I had."
• "Adam then showed us the car and he was very polite. He was happy to spend a lot of time with us, explaining the car and features."
• "I subsequently revisited the showroom in order to seek some clarification on using some elements of the MBUX and again Simon patiently took me through various processes."

Cons:

• "But overall the experience was very enjoyable!"
• "Paul managed repair to my car, he could not have been more helpful or done a better job."
• "I visited Mercedes Oxford recently and was greeted by the lovely Hollie, she helped us right from the moment we walked in."
• "I arrived on spec with no appointment on a busy Saturday afternoon. Adam Seman was polite and helpful in spite of his busy schedule."
• "Robbie was extremely helpful & professional when assisting me on finding my new car!"
• "Excellent service from the start of a extended warranty claim for the rear subframe of my car."
• "Tom Kernahan at Mercedes Kidlington has demonstrated outstanding customer service."
• "Such a warm and prompt welcome from the lady at the front desk."