Address: Cobridge Rd, Hanley, Stoke-on-Trent ST1 5JP, United Kingdom
Phone: +441782202112
Rating: 4.5
based on 269 reviews.
Customer Service
Pros:
"The team at Mercedes could not have communicated better or done a better job to make me a very satisfied customer."
"Best customer service from a car dealership that I've ever experienced."
"Great customer service, always looking out for the customer and friendly staff."
"Communications throughout the transaction were excellent and any queries I had were answered immediately or the next day."
"Fantastic service department, called in today with minor issue, rectified within 15 minutes you cant ask anymore, knowledgeable professional staff."
"Everyone was welcoming and accommodated my request for an early service on the day."
"The service and customer care from Graham and the team has quite simply been absolutely outstanding."
Cons:
"The overall process from having my vehicle recovered to lookers at stoke for the second time was a complete let down."
"Despite being under warranty and having the car less than 2 months my radio had never worked since purchase."
"I received misleading information false information because of your false advertisement."
"The casual dossers selling cars are equally as bad, and could care less."
"Very disappointed with the non existent customer service, earlier this year I bought an approved used ML and I was lied to about it being serviced."
"Awful service that's all I have to say! Got cut off many times by the team at Mercedes stoke and never called me back."
"The whole place has an attitude problem."
Dealership Experience
Pros:
"A great, local, and pleasant Mercedes-Benz in the heart of Stoke."
"Showroom was clean and tidy, the staff were smart, and really helpful far better than the Stockport branch."
"Poped in for a new map's SD card for my A class. Showroom looked very clean and smart, all the staff were wearing face masks and observing social distancing."
"Just picked up my new car from Mercedes Stoke, big shout out to Jeff Ridgeway who was fantastic and funny!"
"Offered hot drinks on multiple occasions throughout our time on site and had some great mochas with the mercedes emblem ontop!"
"Upon arrival we were greeted with welcoming and friendly staff that were so eager to help."
"I was given a warm welcome on arrival by a receptionist by the name of Bismah."
Cons:
"If you like been pounced on by bored sales people then this is the place."
"When I did return to collect my car, I stood in the reception area for several minutes and was not approached by anyone."
"Arranged to test drive the a35... turned up to the showroom... no car..."
"Let the customer acclimatise for a few minutes not feed on them in a frenzy with questions."
"Though you could do with a better way customers received at the reception as after you have spoken to you just don’t know where to go!"
"The car had some scuffs on the body work and wasn't prepared for the test drive."
"The test car was filthy, crumbs all over the dash, seats and footwells along with a two day old receipt on the floor."
Vehicle Service & Maintenance
Pros:
"Never had any issues in over 25 years of using this dealership."
"The RAC had complete co-operation and the vehicle passed with flying colours."
"Fantastic service whilst solving a lock issue on my car."
"The service person John is very good he addressed everything on my vehicle and the service team did a wonderful job."
"Mark even collected me at no extra cost."
"Only slight issue was the windscreen had a large chip in it but after contacting Graham a complete windscreen replacement was paid for."
"I am very confident that when there is an issue, it is diagnosed and fixed correctly, first time and stays fixed."
Cons:
"Booked 3 months in advance and no courtesy car available."
"The problem is most likely gonna be a new windscreen as that’s where the antenna is located."
"I'm waiting for respray under warranty as my paint start peeling in 2019."
"The technician said that this was due to 'environmental factors' and hence not covered under the warranty."
"Didn't even have the decency to call to explain the situation and to reschedule."
"Car did arrive with a very obvious scratch which was raised 3 times to staff and not followed up."
"Vehicle was returned dirty on the outside after waited 4 hours for B service."
Sales & Purchasing Experience
Pros:
"I can honestly say this has been the best experience I have had when buying a new car."
"Dealt with Adam, found him to very helpful and professional."
"This is my 3rd car from Mercedes Stoke and apart from the obvious quality of the cars, its the top quality customer service that keeps me coming back."
"What an A star team. Always at the end of a phone or email along the buying process."
"Mark and Adam are amazing. They were very welcoming and made me feel at ease when I was considering my purchase."
"One of the most positive experiences we've ever had over the past 24 years when purchasing a new Mercedes."
"I recently purchased, my wife a used Mercedes from this dealership and dealt with a lovely Chap called Graham, this is the first time I have bought a car without actually seeing it and I have got to say it was a pleasant experience."
Cons:
"6 times arranged to pick up the vehicle and got endless excuses such as covid, dealership is shut due to lack of staff."
"Your salesman seemed to be more interested in dealing with the March number plate sales than with my enquiry."
"Using the pandemic is not a valid excuse for not providing courtesy cars."
"The amount of staff AND customers not wearing face coverings was unacceptable."
"Arrived for a pre booked test drive with a view to ordering a new car and had to wait for the salesman to arrive 13 minutes late."
"I ended up going to another dealer in the end."
"Been a customer here for 9 years, but unfortunately when I went to purchase my third vehicle from here, the service was appalling."