Dear lookers,I am writing to formally complain about the extremely disappointing experience my wife and I recently had whilst purchasing a Mercedes GLB through the Lookers Group. The entire process fell dramatically short of the standards I previously experienced with Mercedes-Benz, and quite honestly left me feeling deflated, frustrated, and undervalued as a customer.In 2021, I purchased my first Mercedes — a GLC — from the Brighton branch. From the moment I walked through the doors, I was welcomed and treated exceptionally well. Although the vehicle was already three years old, it was presented immaculately, cleaned inside and out, and the level of customer service was second to none. The experience was so positive that I said to my wife at the time that whenever we bought another car, it would be through the Lookers Group.Unfortunately, my recent experience could not have been more different.Earlier this week, we enquired about purchasing a GLB Premium Plus Night Edition. We were fully aware these vehicles rarely remain available for long, so we acted quickly — enquiring on Monday evening and placing a deposit by Wednesday afternoon. From that point onwards, communication became extremely poor.After paying the deposit and agreeing the deal, we received complete radio silence. There was not even a courtesy call acknowledging receipt of the deposit or confirming next steps. Every time I contacted the dealership, I was passed from person to person. On multiple occasions I was told someone would call me back “within five minutes,” only to spend hours chasing again myself. After numerous phone calls involving at least four different members of staff, we eventually agreed on a halfway location for the handover at Mercedes Maidstone.At 4:36pm the evening before collection, I was suddenly informed that my current vehicle only had one month remaining on its MOT and that if it failed inspection, I would have to sell it privately. This was incredibly frustrating given the dealership had my registration number for three days prior and nobody had raised this issue earlier. In contrast, my wife had proactively sent detailed photographs of our vehicle, including every imperfection, purely to be transparent and show the same level of honesty and respect that Mercedes had shown us back in 2021.Today, we arrived at Mercedes Maidstone at 9:30am and met the sales representative. As previously discussed, my vehicle was sent for an MOT inspection while we went to view the GLB.I was genuinely excited to see the car, especially as I had already driven an identical specification vehicle at Mercedes Bedford previously, but simply wanted this particular colour combination.However, the condition of the vehicle was unacceptable.The exterior of the car was covered in bird droppings. Initially, I tried to overlook this and assumed it may have happened during transport. But upon opening the door, things became significantly worse. While the sales representative was explaining the vehicle features, I noticed the climate control panel was filthy to the point where only the letters “AU” and “O” were visible through the dirt and grease. The representative himself acknowledged this was unacceptable and offered to get wipes.As I inspected the vehicle further, I found that four out of the six seats had visible drink stains and the interior generally appeared dirty and poorly prepared. At that point, I felt genuinely let down. I appreciate I may not be purchasing a G-Wagon or spending hundreds of thousands of pounds, but I am still buying a Mercedes-Benz and expected at least a basic standard of presentation and customer care.The vehicle was then sent for valeting, during which I was informed my own car had failed its MOT due to a front suspension arm requiring replacement. I was told this would “normally cost £900,” but because we were doing the deal, they would complete it for £700.At that stage, I genuinely felt as though I was being pressured and taken advantage of.I spoke to the sales manager and asked how long it would take to receive my deposit back because I was seriously considering walking away from the deal. His response was simply, “That’s unfortunate — 3 to 5 days,” and that was effectively the end of the conversation. It was at that moment I truly felt I was nothing more than a number contributing towards monthly sales targets rather than a valued customer.To his credit, the sales representative did attempt to salvage the situation. Eventually, the dealership reduced my contribution towards the MOT repairs to £300. At approximately 11:23am, I was told this could be spread over 10 months interest-free at £30 per month, which I agreed to. After waiting another hour, I was then informed this was no longer possible and the amount would instead need to be added to the finance agreement, incurring interest.By this point, I felt I had little option but to proceed because my V5 transfer process had already begun.To make matters worse, I later received an email showing the sales representative had entered my address incorrectly on the V5 documentation. As things stand, I do not know where my V5 will be sent, and my £1,000 deposit now feels completely in limbo. I was promised a callback regarding this issue, however by 6:56pm I still had heard nothing.Even after the vehicle supposedly returned from valeting, there was still bird droppings down the side of the car, stains on the seats, and plastic wrappings left on the floor. By that stage, I was exhausted, deflated, and simply no longer had the energy to continue arguing over standards that should have been met automatically.The entire experience has left a very bitter taste and has completely contradicted everything I previously associated with the Mercedes-Benz brand.I would appreciate this complaint being taken seriously and investigated properly. I also want to make clear that I do not wish to specifically name or target the sales representative involved. My impression was that he was relatively new to the role and was likely operating within a wider issue of poor management, communication, and preparation standards. I would not want this complaint to negatively impact his career unfairly.What I do expect, however, is acknowledgement that the level of service provided was unacceptable for a premium automotive brand, along with a meaningful response addressing the concerns raised above.I look forward to hearing from you.Yours faithfully,

Dear Mercedes-Benz Customer Services,I am writing to formally complain about the extremely disappointing experience my wife and I recently had whilst purchasing a Mercedes GLB through the Lookers Group. The entire process fell dramatically short of the standards I previously experienced with Mercedes-Benz, and quite honestly left me feeling deflated, frustrated, and undervalued as a customer.In 2021, I purchased my first Mercedes — a GLC — from the Brighton branch. From the moment I walked through the doors, I was welcomed and treated exceptionally well. Although the vehicle was already three years old, it was presented immaculately, cleaned inside and out, and the level of customer service was second to none. The experience was so positive that I said to my wife at the time that whenever we bought another car, it would be through the Lookers Group.Unfortunately, my recent experience could not have been more different.Earlier this week, we enquired about purchasing a GLB Premium Plus Night Edition. We were fully aware these vehicles rarely remain available for long, so we acted quickly — enquiring on Monday evening and placing a deposit by Wednesday afternoon. From that point onwards, communication became extremely poor.After paying the deposit and agreeing the deal, we received complete radio silence. There was not even a courtesy call acknowledging receipt of the deposit or confirming next steps. Every time I contacted the dealership, I was passed from person to person. On multiple occasions I was told someone would call me back “within five minutes,” only to spend hours chasing again myself. After numerous phone calls involving at least four different members of staff, we eventually agreed on a halfway location for the handover at Mercedes Maidstone.At 4:36pm the evening before collection, I was suddenly informed that my current vehicle only had one month remaining on its MOT and that if it failed inspection, I would have to sell it privately. This was incredibly frustrating given the dealership had my registration number for three days prior and nobody had raised this issue earlier. In contrast, my wife had proactively sent detailed photographs of our vehicle, including every imperfection, purely to be transparent and show the same level of honesty and respect that Mercedes had shown us back in 2021.Today, we arrived at Mercedes Maidstone at 9:30am and met the sales representative. As previously discussed, my vehicle was sent for an MOT inspection while we went to view the GLB.I was genuinely excited to see the car, especially as I had already driven an identical specification vehicle at Mercedes Bedford previously, but simply wanted this particular colour combination.However, the condition of the vehicle was unacceptable.The exterior of the car was covered in bird droppings. Initially, I tried to overlook this and assumed it may have happened during transport. But upon opening the door, things became significantly worse. While the sales representative was explaining the vehicle features, I noticed the climate control panel was filthy to the point where only the letters “AU” and “O” were visible through the dirt and grease. The representative himself acknowledged this was unacceptable and offered to get wipes.As I inspected the vehicle further, I found that four out of the six seats had visible drink stains and the interior generally appeared dirty and poorly prepared. At that point, I felt genuinely let down. I appreciate I may not be purchasing a G-Wagon or spending hundreds of thousands of pounds, but I am still buying a Mercedes-Benz and expected at least a basic standard of presentation and customer care.The vehicle was then sent for valeting, during which I was informed my own car had failed its MOT due to a front suspension arm requiring replacement. I was told this would “normally cost £900,” but because we were doing the deal, they would complete it for £700.At that stage, I genuinely felt as though I was being pressured and taken advantage of.I spoke to the sales manager and asked how long it would take to receive my deposit back because I was seriously considering walking away from the deal. His response was simply, “That’s unfortunate — 3 to 5 days,” and that was effectively the end of the conversation. It was at that moment I truly felt I was nothing more than a number contributing towards monthly sales targets rather than a valued customer.To his credit, the sales representative did attempt to salvage the situation. Eventually, the dealership reduced my contribution towards the MOT repairs to £300. At approximately 11:23am, I was told this could be spread over 10 months interest-free at £30 per month, which I agreed to. After waiting another hour, I was then informed this was no longer possible and the amount would instead need to be added to the finance agreement, incurring interest.By this point, I felt I had little option but to proceed because my V5 transfer process had already begun.To make matters worse, I later received an email showing the sales representative had entered my address incorrectly on the V5 documentation. As things stand, I do not know where my V5 will be sent, and my £1,000 deposit now feels completely in limbo. I was promised a callback regarding this issue, however by 6:56pm I still had heard nothing.Even after the vehicle supposedly returned from valeting, there was still bird droppings down the side of the car, stains on the seats, and plastic wrappings left on the floor. By that stage, I was exhausted, deflated, and simply no longer had the energy to continue arguing over standards that should have been met automatically.The entire experience has left a very bitter taste and has completely contradicted everything I previously associated with the Mercedes-Benz brand.I would appreciate this complaint being taken seriously and investigated properly. I also want to make clear that I do not wish to specifically name or target the sales representative involved. My impression was that he was relatively new to the role and was likely operating within a wider issue of poor management, communication, and preparation standards. I would not want this complaint to negatively impact his career unfairly.What I do expect, however, is acknowledgement that the level of service provided was unacceptable for a premium automotive brand, along with a meaningful response addressing the concerns raised above.I look forward to hearing from you

I agreed to purchase a CLA 250e on the Saturday 18th April and paid my deposit on the understanding that it would take at least a week to release the funds from some of my investment holdings.The sale went drastically into the worst purchase that I have experienced for the following reasons:1, I was contacted on the Monday 20th to say that I have an appointment on Thursday 24th at an estimated time of 16:00. I replied to reiterate that my investments would not be available as cash and it is now looking likely to be a little longer and so I would prefer a collection date of the 1st May.2, I queried that the advert that I'd based my purchase on showed a mileage of 3,713 whereas the mileage is actually 4,788 (23% higher).In response to point 1 & 2 I was told:a, 'Having discussed this with Matt and Scott, the deal falling into May wouldn’t be a possibility I’m afraid'Paying and making the collection on the 1st still sits within your payment conditions and so my belief is that refusal to accept my collection preference is being driven by sales targets.b, 'although it was advertised incorrectly, I can confirm that it sits correctly within our pricing matrix'.I do not believe that having a mileage discrepancy of this magnitude has no effect on the vehicle resale value. I think it's worth noting that the Motor Ombudsmen claims history is full of cases where they have found against the dealership for mileage discrepancies that are far lower than this one and that 'human error' is no defence.c, I was told that if I didn't comply with the collection before the end of April, the vehicle could be sold to someone else.Whilst everything within me said to pull out of the sale and I have had to try to see the bigger picture; that it's the type of car that want to own. However, the net effect of the points above is that:i, All trust in this dealership has been destroyed.ii, Having a good relationship with a Mercedes dealer is important but a dealership that values sales figures above customer satisfaction is not a business that I will want to buy a car from again.iii, Collecting a vehicle on the last day of the month is a complete waste of one month of car tax.iv, Ru Hardside was helpful; I have no issues with his conduct. The issue is that, being new to the dealership, he has to dance to the management's tune - a tune that is beyond poor.In conclusion, my issues are with the dealership and not Ru - I believe that he will go on to become a good asset to Lookers.Has all trust in Lookers been lost? YesHas any feel good in purchasing my car been destroyed? - YesWould I buy from Ru again - YesI have been looking to buy a CLA new style saloon or GLC300. Will that happen this year or next year? - ProbablyWill I purchase that from any Lookers dealership? - Highly unlikelyWould I currently recommend Lookers? No

Good morningPlease see the below request. This should be logged in as customer complaint and MB Eastburn deal with.Thank youJarkaGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: GORETE FARKHADSent: 25 April 2026 10:46To: GDPR HelpSubject: Fwd: HT24HWU AND KS72ZTEExternal Sender: Confirm legitimacy before acting.Begin forwarded message:From: GORETE FARKHADDate: 24 April 2026 at 21:21:23 BSTTo: Lookers Aftersales BookingsSubject: Re: HT24HWU AND KS72zZTEOk thanks. Can u not forward my email to them?Gorete from IPhoneInstagram: thehavenandpoohsnurseriesTiktok:@havenandpoohsnurseriesThe Haven Nursery School (01323 471840)Poohs Nursery School (01323 430045)On 24 Apr 2026, at 17:57, Lookers Aftersales Bookingswrote:Good Afternoon,For any paperwork regarding your finance you would need to email our GDPR team on gdprhelp@lookers.co.ukI apologise for the below you have shared and the situation you had with our dealership.RegardsCaitlin ScottLookers Aftersales BookingsLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: mgfarkhad@aol.comSent: Friday, April 24, 2026 5:44 PMTo: mercedesbenzaftersalessupport@lookers.co.uk,matthewbarnes@lookers.co.uk,darrenmcdonald@lookers.co.uk,goretexavier02@outlook.comSubject: HT24HWU AND KS72ZTE________________________________________External Sender: Confirm legitimacy before acting.Good afternoon, I signed the agreement online in Dec 25 but now that I need access to the financial agreement it asks for passwords that I do not have. Can you please let me have an email enclosing copy of the financial agreement for car KS72ZTE? I urgently need this.When I handed in KT24HWU there was some confusion with the DVLA. Up to March DVLA have continued to take direct debits and taking direct debits for KS72ZTE Simultaneously car HT24HWU received two parking penalties which were sent to me as the car was still registered under my name. I emailed Darren McDonald at Mercedes Benz but he has not responded. Now the penalty has gone to debt collectors that are after me and they want confirmation from DVLA that I am not the keeper but trying to speak to anyone at DVLA over the phone appears to be impossible.The purchase and exchange of the last two cars have been very rushed and confusing. I now want to buy a car from another dealer as I do not want to be dealing with Mercedes Benz anymore. I have been going to Mercedes Benz for many years but never have encountered so many difficulties and lack of communication. I don't know who exactly it was but someone from your office phoed me in February with a very angry tone to say I needed to give back the V document. I didn't know what I had done wrong because as far as I was concerned Darren McDonald had sorted out all the paper work. Today I spoke to DVLA and they confirmed that according to their records I was still the named owner for both cars. How is this even possible when you have the records that I returned one car back to you in Dec 25. I did send the penalty letter to Darren McDonald but he did not respond. Can you now please resolve this matter?I look forward to hearing from you at your earliest opportunity.Maria Gorete FarkhadKS72ZTE

Dear Lookers,I am writing to express my sincere appreciation for the outstanding service I received from Matthew at Mercedes Lookers in Eastbourne.After experiencing ongoing issues with my car and feeling overlooked elsewhere, it was a huge relief to finally encounter someone who took the time to listen and genuinely help. Matthew stood out not only for his professionalism, but also for his willingness to go the extra mile to ensure my problem was properly resolved.He approached the situation with patience, clarity, and a strong sense of responsibility, keeping me informed throughout and making sure everything was handled efficiently. Thanks to his efforts, my car is now running perfectly, and the entire experience has restored my confidence in the level of service I expect.Kind regards,Omar

Dear Lookers,I am writing to follow up on my previous complaint regarding the numerous faults with the vehicle I purchased from your dealership. It has now been 13 days since I first raised these issues, and I am extremely disappointed to report that nothing has been resolved.Despite my repeated attempts to chase for updates, I have received no meaningful response. In particular, Scott has continually stalled and delayed the process, leaving me with no clarity, no progress, and no indication that my concerns are being taken seriously. I have had to chase repeatedly, yet my messages have gone unanswered.This level of service is unacceptable. I have been patient and reasonable, giving your team ample time to address the faults, but the lack of action has left me with no choice but to escalate this matter to someone higher within Lookers. My experience so far has been nothing short of horrible, and it reflects extremely poorly on the standards I expected from your organisation.I am requesting immediate escalation and a prompt response outlining how this situation will now be handled. I expect a clear plan of action without further delays.I look forward to hearing from someone with the authority to resolve this properly.

Dear Lookers,I am writing to formally raise a complaint regarding the vehicle I recently purchased from your dealership A220d Motorsport Edition. Unfortunately, my experience so far has been extremely disappointing, and the car has presented multiple faults from the moment I collected it.Shortly after taking ownership, I discovered the following issues:• Loud noise on start‑up, which is not normal for a vehicle that has supposedly undergone thorough checks.• Glove box compartment that does not close properly, indicating poor inspection or unresolved damage.• Persistent noise coming from the panoramic roof while driving, which is both distracting and concerning.• No spare tyre provided, something I would reasonably expect with the purchase unless clearly stated otherwise.• Fuel level was extremely low at collection, requiring me to fill the tank immediately. A half‑tank gesture is standard practice at many dealerships, yet none was offered.Additionally, I was told that £1,500 had been spent preparing the car, yet the condition and ongoing issues do not reflect that level of investment. Despite these faults, I was not offered any goodwill gesture, discount, or compensation—not even a token amount—which I find unacceptable given the circumstances.I purchased this vehicle in good faith, expecting it to be safe, roadworthy, and accurately represented. Instead, I have been left with a car that is clearly not up to standard.I request that you respond promptly with a clear plan to resolve these issues, including repairs, compensation, or alternative solutions. I expect this matter to be handled seriously and professionally.I honestly feel like I have been ignored, and I had to chase information and keep calling multiple times, sending emails, I have been told that everyone is busy with customers, but I am a customer !! I have also the right to speak to someone or someone can call me back ans resolve my issue.If nothing has been resolved, I will have to return the car, not necessarily get my money back but I can see another suitable replacement.I look forward to your response.Kind regards,Omar

I am raising a complaint regarding the lack of response to my previous emails. Over two weeks ago, I contacted the dealership to request written confirmation that my vehicle was supplied to me without a parcel shelf and SD card. I was asked to provide additional information, which I provided promptly.Since then, I have followed up three times over the past two weeks but have received no response from anyone. The vehicle was provided to me without these items, and I require written confirmation of this.This matter is time sensitive, as I may otherwise be charged for items that were not included with the vehicle when it was handed over to me. Despite multiple attempts to obtain this information, I have not received any communication.I require a response by the end of this week so this issue can be resolved. If the dealership is unable to provide the requested confirmation, I will need to consider escalating the matter further.

> Good afternoon i was just wondering if you have had any luck with the knocking noise on my car yet?> Kindest Regards>

Always a friendly and welcoming greeting by all of the team and always look after my needs and as a human being. My recent experience was excellent and look forward to visiting Lookers of Eastbourne again.