Mercedes-Benz of Newbury Reviews Summary

Customer Service

Pros:

• "Liam Paul made sure I was comfortable, set up to work and kept me informed on progress all the way through."
• "5 Stars satisfaction of using services and assistance of Mercedes Benz Newbury Customer Representation Service especially by Mr Chris Radcliffe."
• "I would highly recommend Mercedes-Benz of Newbury. Excellent service from Chris Radcliffe from the first enquiry to picking up our new car."
• "Wonderful service. From our first moment visiting, we felt welcomed and helped."
• "Can't recommend this company enough !! Made the whole process of buying a car swift and easy."
• "I can’t say enough about the excellent customer care I received recently at Mercedes-Benz of Newbury."
• "Special thanks to Russ Whitlow, Head of Aftersales, for excellent customer service."

Cons:

• "Rang Mercedes and now they want to charge us for a service to fix their own mistakes."
• "Poor customer service. Ordered a part after being told it was in my wife went to pick it up, they didn't have it and she was told that we don't need it anyway."
• "Poor customer service. Used them twice (thought I would give them a 2nd chance)."
• "Never once returned my phone calls after several times of calling them for information regarding work needing to be taken upon my vehicle."
• "The service advisor just acted really uninterested and wasn’t really listening."
• "They’re always quite dismissive if you try and give them information about the problem as if they’re just humouring you because they know better."
• "Sales staff not helpful and don't show professionalism."

Service Quality

Pros:

• "Massive thank you to Marcus Simmons at the Newbury branch who carried out my service check today on my A-Class!"
• "I received 1st class service right from the start and all through my purchase from Mercedes Benz Newbury."
• "Fantastic service, throughout the whole process of buy a car from these guys."
• "Outstanding customer service by Chris Radcliffe and the team at Newbury."
• "Absolutely delighted with the service received at Mercedes Newbury."
• "The process from start to finish was a fantastic experience and completely exceeded my expectations."
• "Had a problem with my Sat Nav on Wednesday the day before I was due to go on Holiday... Amazing service both pre and post and the amazing Jo is a huge asset to the business."

Cons:

• "Had service booked and they said it would take an hour when I left it. I had my car ready only after almost 4 h."
• "Was booked in for a “waiting” service at 10.30 this morning with the car due to be ready within 2 hours... Very very poor service. I will not book another “waiting” service."
• "A complete and utter waste of my time, and a Sunday afternoon."
• "Mercedes Newbury has refurbished the wheels on newly owned (used) car twice... 8 months later the wheels have started to corrode again!"
• "Really really bad experience very very disappointing, I just paid £455 quid for a service, they did a really bad job."
• "If it could get any worse, the aftercare you get is rubbish."
• "Not impressed so far. Wanted a dash cam fitted and ended up taking two separate days off work and they ended up saying they couldn't do it. Wasted a lot of my time."

Sales Experience

Pros:

• "To make a long story short, I decided on a car that evening."
• "I was given the full Mercedes “experience”, even though buying a used car."
• "Superb experience! bought a beautiful car - duly turned up to collect the car awaiting me draped in a Mercedes cover with a personalised plinth welcoming me."
• "In addition to Roy Humphry’s professionalism, I was particularly impressed with the “reveal” when picking up my Cabriolet!"
• "I am now buying my new car from them."
• "David McC followed up our initial enquiry and here we are, in the brand new replacement. David’s involvement throughout the process has been competent, good-humoured and honest."
• "I only inquired on Thursday Afternoon of 27th June and on the Saturday Morning Roy called me to say come and pick your car up if you want to?...... well from only being curious to now driving my car, I am delighted with the whole experience."

Cons:

• "Went to test drive an A Class today and was told I was not old enough to test drive one even though I am 18."
• "My initial enquiry was routed through their headquarters to answer questions before I could speak to a salesperson - a waste of my time."
• "A bunch of incompetent crooks."
• "Worst customer experience ever."
• "Good sales team, but very poor service department."
• "Sales staff not helpful and don't show professionalism."
• "The salesperson then couldn’t answer basic questions about a car they had advertised for sale."