Brilliant response to defective battery in C Class recently purchased,Hanna acted very professionally when we were told you did not have a replacement in stock.She organised a lift to our home and had the car I had bought returned to us the following day with a new battery.The car also had upgraded software and protection treatment to the rear axle, and was returned cleaned.Well done all concerned. I am glad to have dealt with Lookers Eastbourne.Best wishes.Mike Ayres

Brilliant response to defective battery in C Class recently purchased,Hanna acted very professionally when we were told you did not have a replacement in stock.She organised a lift to our home and had the car I had bought returned to us the following day with a new battery.The car also had upgraded software and protection treatment to the rear axle, and was returned cleaned.Well done all concerned. I am glad to have dealt with Lookers Eastbourne.Best wishes.Mike Ayres

Called into your Eastbourne branch to look at sl 400 could not park so left

RU, THE SALES EXECUTIVE, WAS ATTENTIVE AND CHARMING SENDING ME LATER A TEXT OVER OUR DISCUSIONS.

This is the initial email sent to Lookers of Eastbourne on 24.11.25:"Under the 2015 Consumer Act, we have a right to reject a new car within 30 days of purchase if it is of unsatisfactory quality. We feel that the CLA 250+ that we have purchased is not of satisfactory quality and so we would like to enact this right.We took receipt of the car on 17.10.25. On 5th November a fault with the sensors arose which meant we couldn’t use certain functions on the car such as adaptive cruise control and parking sensors. We brought it in to you on 6th November and collected it on 8th November. On the 9th November the car developed a second fault. The left headlamp started flashing constantly. This was very dangerous while driving at night. We contacted you again and brought the car back to you on 10th November. The car has been with you ever since. The car has only been in our possession 20 days since we purchased it.This car is not offering us what we need from a vehicle. We are a busy family and do not have time to be constantly calling, dropping off and picking up cars. The last time my partner had to do it with an ill child. We also do not have any confidence in the car itself now. It has had two fairly major faults within 20 days. We have received no information about this fault and don’t have any confidence that a new one won’t arise as soon as we get it back. We are most concerned that other faults could seriously impede the safety of the vehicle.A separate issue is that the service that we have received in the whole process has been less than ideal. When I picked up the car, I had to wait two hours despite having been booked in for 4 days. The car was only charged 40% and there was no one available for a demonstration. I had to leave with a courtesy car and return the next day to collect it fully charged. When I came to collect the car after the first fault, once I had arrived, I was told the update hadn’t worked and I had to return home with a courtesy car and again return the next day. The car hadn’t been cleaned and I was yet again asked to wait, but I wasn't able to so I had to leave without it being cleaned. Since then the car has been in the garage with the most recent fault (sice the 10.11.25), we have received no unprompted updates. We have had to call to get any information and often we are told someone would get back to us and they don’t. Although these issues don’t impact our right to reject the car, I hope you can see how they have contributed to the lack of confidence that we now have in the car and in your ability to resolve issues."I was then told on 30.11.25 by Scott Willett that in order to move forward with a rejection, I would need to speak to MB direct. I have spent the last week and a half speaking to Mercedes who have now told me this morning that as we bought the vehicle with cash, we do in fact need to speak to Lookers directly about this.The lack of communication and misinformation has got to a point now where I have felt that this needs to be escalated. We do not currently have the vehicle, it is still in the servicing department and we are keen to complete this rejection so we can move forward with purchasing a more reliable vehicle.I am afraid that I have lost faith in Lookers Eastbourne in them being able to resolve this issue. The whole process, from picking up the car to rejecting the vehicle has been marred by lack of communication, errors and misinformation.

Quick response with info I needed

Didn't follow up on what was agreed and had to phone for update

Guy is nice enough, it is your failing product which pulls the score down

HiJust the best car service I have ever had , always prompt, polite and personalTime you bought some more of my lovely Jute bagsRegardsTony

Staff were really friendly, informative and helpful.