Mercedes of Norwich Reviews Summary

Customer Service

Pros:

• "The team at Mercedes have been absolutely amazing throughout the process of me getting my car."
• "Very approachable and knowledgeable too."
• "The service has always been impeccable from all staff in this dealership."
• "They were all a pleasure to deal with, very friendly and helpful."
• "The customer service I received from Nick Harper throughout the purchase process was fantastic."
• "Tracey is always so friendly and welcoming."
• "Thanks to Tracey in the service department for making the experience of getting safety recall works undertaken as painless as possible."

Cons:

• "Incompetent, mislead, misinformed, lied to verbally, over the phone and in emails."
• "Norwich Branch is probably thee most unprofessional branch in most businesses or dealings."
• "Poor service! Had an appointment booked in for a recall."
• "Very unprofessional and lack of knowledge from their service admin staff."
• "The customer service at Mercedes Norwich is the worst I have ever encountered."
• "Feel like they were trying to get rid of me and only doing a temporary fix... clueless!"
• "You don’t feel the care of the service staff. Just straight answer and looks not interested."

Staff and Management

Pros:

• "Tom was simply brilliant."
• "Will and Matt, the Manager, went out of their way to make us feel comfortable."
• "I can’t express what a delight it’s been from start to finish."
• "Exactly the experience I expect when buying a Mercedes vehicle."
• "Robert viewed the car, sourced the parts and within minutes Tony, my regular service engineer, came out with printed diagrams of what was needed."
• "Hope to deal with him again in the future."
• "Brian couldn’t have been more helpful in supporting me in finding the perfect car for me."

Cons:

• "Lost my locking wheel nut socket."
• "Sorry to say not a good experience Car booked in 3 weeks ago now for warranty work that was going to take 3-4 days max."
• "Upon arrival I spoke to a female staff member who couldn't see me on the list."
• "I would not recommend buying Mercedes or dealing with them at all. The dealership is awful and unhelpful."
• "After a wait of 5-10 mins she returned and said sorry (she didn't sound sorry) but the parts are not here, you'll have to come back when they arrive."
• "Felt like she just wants to complete her task and can’t be bothered."
• "I got the distinct feeling that as I wasn't there to put money in their hands, they really weren't too bothered."

Quality of Experience

Pros:

• "I felt valued."
• "The hand over made my wife and I feel truly valued as a customer."
• "I would not take my car anywhere else."
• "Thank you so much!!!"
• "Swift and pleasant experience."
• "Absolutely the best customer service I've received to date, the honesty and detail is outstanding."
• "I felt reassured that my MOT was undertaken by trained Mercedes technicians."

Cons:

• "This is my third Mercedes and would certainly not buy another one from this franchise."
• "What was once a dream brand has been turned in to just a car."
• "Walked in today to value my car as a deposit for a new Mercedes CLA 35 amg didn’t give an offer to take a seat."
• "We did not intend on purchasing a new car at all! However we ended up becoming the proud owners of a new A Class."
• "My experience of buying a car was very painful."
• "Booking in for a service, expect to get passed around a couple of times, service of the car not complete at the stated time."
• "Just recently I noticed the alloys where flaking called up and guess what? Alloy protection doesn’t cover that."