cust paying for service plan, took the vehicle in 28.02 everything appeared to be fine. Drop in and wait. Advised would get a CC 5.55pm there was no hire vehicle. This had also happened the previous year. Slight rattling noise and was told that would be looked at as part of the service. Hadnt been looked at, drop link needed to be rebooked. cust not happy, told today drop it on the 09.03 probs half an hour but would have to charge an hour. They said they would drop an email or text but didnt happen. Bookings have tried to contact the dealership but are unable to see anything. Communication really poor and what is he paying

customer unhappy about the responsiveness and lack of clarity he has received as of late. customer had booked vehicle in for service and had enquired about mud flaps being fitted aswell which the booking office have emailed to enquire about cost and availability for the customer but customer had no response prior to appointment today, when dropping vehicle off this morning was advised there was a note on but could not confirm if the parts were available or not and customer is still uncertain if they are available and getting fitted or not as when he calls the service department it just keeps ringing.

I am writing to formally raise a complaint regarding my service appointment at Mercedes-Benz of Gatwick earlier today.This appointment was booked 19 days in advance via the online system and I received email confirmation for a drive-away service with a courtesy car. I arrived at 9:30am as scheduled and was informed that due to an error with the booking system, my appointment could not be found and that no courtesy vehicle was available.As I had travelled 30 minutes specifically for this pre-arranged appointment and have work commitments, I was advised that if I was willing to wait on-site, my service would be prioritised and would take approximately 1 hour to complete. Based on this information, I made the decision to remain and have the work completed the same morning.At 11:15am, after 1 hour 45 minutes on site, I asked the staff for an update. I was then informed that my job card had been lost and that my vehicle hadn't even made it into the workshop yet, despite me being informed it would be prioritised and guided it would be a short while-you-wait appointment.During this period, I also observed other customers who arrived after me being processed as normal, including being provided with courtesy vehicles, while no meaningful attempt was made to recover my situation caused by the dealership's initial error.At 11:30am, I was informed that two technicians would service the car immediately and it would be complete by 12pm. At 12:30pm, I was still waiting and no one had communicated any update at all or apologised for the severe delays. The vehicle finally left the workshop at 12:40pm, over 3 hours after I arrived and without the complementary clean I am supposed to receive with the service.As a long-standing Mercedes-Benz customer, I have remained within the main dealer network because of the level of service and convenience associated with the brand. This disappointing experience has resulted in a significant and unplanned loss of my working day and falls well below those expectations. There was extremely limited communication with regards to updates throughout the experience and a poor level of service considering the amount of time I was left waiting on-site, only to receive my car without having even had the complementary clean at the end. There was no meaningful effort to apologise or keep me updated throughout.I would ask that this matter is formally logged and reviewed and I also request a meaningful gesture to compensate for severe unplanned delays when the dealership was at fault, lack of communication, and no effort made by staff to make me feel valued as a customer at all. This level of customer service is not what I expect from Mercedes, and I currently have limited confidence in using Mercedes-Benz Gatwick or any other Lookers dealerships for future servicing and sales.

I wanted to share some feedback regarding my service appointment for my A-Class yesterday, which was the first of two services included as part of the purchase agreement when I bought the vehicle from you.Rather than simply reflecting this in a post-service survey, I felt it would be more constructive to raise it directly.While the service work itself appears to have been completed as expected, the organisation and overall customer experience on the day fell short of the premium standard I associate with Mercedes-Benz.I arrived at 08:50 for my scheduled 09:00 drop-off appointment but was not able to hand over my keys until approximately 09:45. As a result, I had to push back a scheduled work meeting that morning and will have to make up the lost time.In the afternoon, I received a call at 15:28 which I unfortunately missed. I returned the call at 16:37 and was informed that the car was ready for collection and that I would need to arrive by 17:30 latest to avoid having to collect the next day. I adjusted my plans accordingly and arrived at 17:20. However, I did not receive my keys until 18:05. Having been asked to meet a specific collection time, the subsequent delay was particularly frustrating and significantly disrupted my evening plans.It is important to me to have an efficient and well-managed pick-up and drop-off process, and I believe that should be a core element of the service experience - particularly given the drive-through facility and the premium positioning of Mercedes-Benz servicing.I understand that you are operating with a new system and appreciate that transitions can present challenges. However, from a customer perspective, the experience felt disorganised and not aligned with the expectations that come with main dealer servicing at a premium price point.As I consider whether to take out a Mercedes service plan package once my included services are complete, the overall service experience is an important factor in that decision. Given the disruption to both my working day and evening commitments, I believe a goodwill gesture would be an appropriate resolution in this instance, and I would welcome your confirmation of how you propose to address this.I look forward to your response.

So I brought a car from Gatwick…So I brought a car from Gatwick Mercades and found the customer service was shocking and disrespectful as nothing was explained to me and the sales advisor was to and from me to another customer never explained anything about the car to me nor the finance nor did he ask if I wanted any extras on the car in which I would of said No. But guess what he added the guardex and something else was added I DID NOT AGREE THIS. But because I was being pressured to sign all the documents on my phone I did not get time to read all the paperwork. So on the Monday I went to get my car and waited 4 hours to be told the finance are taking there time and I will get a call on the Tuesday when it’s all confirmed. Anyway got a call from the finance department to say that it had all gone through and I could collect the car. Than I got a call 15 minutes from the garages sales man to say come collect your car. So when I got there I spoke with the advisor and said u should fill the car up for me so he did.The sales man gave me the keys to my car and left did not give me any hand over at all by this time I was fuming went to see the car made sure it was all good to come across a chip out the car which was not there the day before so went back in and they sent someone from the work shop to put some paint on I will really pissed off by this time and just left the story goes on so long an short went home and fuming I decided to go back to speak to a man called Sam sales manager and basically said what do u want to happen I said I want some kind of compensation he said u was given a tank full of fuelI was told by him that I could not return the car because it was not faulty I said I had 14 days cooling off period he was so rude about the whole thing I left upset and very F***ed offAnd I would never go back there ever again stay clear of this garage and the staff very unhelpful and I am very disappointed about the whole situationAlso may I like to add I had to purchase some new wiper blades for the car as these were not clearing the front windscreenAlso the sales manager was most disrespectful towards me and made me really pissed offI have contacted the finance company as well as Scott put on GAURD X AND SOMETHING ELSE AND I DID NOT ASK FOR IT NOR DID HE ASK I WILL NEVER EVER GO TO GATWICK MERCADES EVER AGAINI WANT PROPER COMPENSATION FOR THE STRESS THIS HAS CAUSED ME AND ALSO THE MONEY BACK FOR THE EXTRA ITEMS ADDED ON MY CARTHE CAR WAS MINT AND I ALSO FOUND A PEA SIZE CHIP THAT WAS NOT THERE ON THE MONDAYMY NUMBER IS 07379901333

Good morning,I would just like to express my disappointment regarding Lookers Mercedes of Gatwick, specifically the service department.We purchased a GLB from Lookers and collected it on the 15th of January, we drove it home and realised that there was a couple of minor issues that needed sorting. This included the lumbar supports on both drivers side and passenger side not working and a loud knocking from the passenger door (something possibly has come loose)On the 21st of January we made the trip to Lookers to drop off our V5 for the a class we part exchanged, whilst there we spoke to Morgan from the service team who booked the car in for today (26th February) he guaranteed us a courtesy car and said because the lumbar supports would require the seats to come out they would need our car for a few days, so he proceeded to book out a car for us from 26th until 2nd of March so we wouldn’t be without a vehicle over the weekend.I turned up today at 9am as Morgan had advised we needed to be there as early as possible, two out of three drive through service lanes were in use but 3 cars queued in each, but with no drivers in them! I parked in the customer parking and let someone know I had arrived, Michael came over and went through some details with me, he said there isn’t anything on the job sheet so what was I there for, he took the information the he took my keys and sent me on my way, I advised him that we needed another car as I have a 5 week old baby (who was with me) and also a 4 year old that would need collecting from school. I told Michael that one was booked out for us and that I couldn’t leave there without a vehicle.Michael went out to the service admin area and came back a few minutes later to say they had given my allocated car to someone else and they would find another for me. He then arrived a few minutes later to say sadly no car could be found for me. I asked him what we could do about this and he said “how about come in next Monday or Tuesday and we can try again?”Unfortunately “trying again” next week is just not good enough! We are a 30 minute drive from Lookers Gatwick, which means I have wasted most of my morning driving up, waiting around and of course my fuel coming up to get my car fixed and it can’t even be done!I’d like to stress that, I am very understanding and I totally appreciate that the site is busy and there’s a lot of cars coming and going but this is the THIRD time this has happened. And to be honest I am fed up with keep getting mucked about, we pay a lot of money for a car that firstly isn’t perfect and secondly the customer service we have received from Gatwick is just isn’t in line with Mercedes standard! It’s just unacceptable.Michael told me that the service department has gone down from 6 advisors to 3, so therefore they are very understaffed. But surely a phone call to say there’s no courtesy car here for you would’ve been better than me wasting my time and money. There is absolutely no organisation on site and not enough staff for the amount of customers that are coming through the door.What I would like to know is why this was booked four weeks in advance and no one knew anything about what was being fixed? And also why the car that was allocated to myself was given to someone else?After a terrible experience with Lookers in Brighton, we decided to make the move to Crawley for our next car and that has been just as bad, if not worse. I’m really disappointed with the lack of communication, organisation and service I received.Please advise what we can do on this moving forward.Kind regards,Sophie Grimes

Not very friendly on arriving. Asked to see a car outside- was told it would be open for me. Stood outside in the cold whilst waiting for it to be opened, which didn't ever happen

The salesman went through figures for a PCP, and said they would call back at 6:30pm. They did not call and have not called since.

After three appointments and many emails requesting information from the Gatwick branch, out of frustration, we went to Mercedes Brighton. We found the Gatwick sales person was very limited with his information and communication however, the Brighton sales person very helpful and efficient, therefore we bought our new car there.

My company car (Mercedes EQB WK22 TZB) was recovered to you on Monday 9th February 2026 by Mercedes Assist with a shattered panoramic roof. A quote for repair was given and this was authorised on Tuesday 10th February 2026. Since then the customer service and communication regarding the car has been appalling. We have phoned most days for an update, someone (generally not on the Gatwick site) takes a message and promises someone will call us ack. Nobody has ever returned a call. The last update we had when calling was Wednesday 18/02 when told the parts were on order but had not come in yet and there was a computer issue making things slower than normal. When we called on Tuesday 17/02 we were told you didn't have the car and it was with Premia Solutions however on calling back with concern on where our company asset was actually located I was assured it was on the Gatwick site.I have to say that this is probably the worst customer care I have experienced across any sector and it falls far below what I have experienced from other Mercedes dealerships and repairers.Please could we have an update on the car. I have repeatedly told staff that coming to collect it will need planning as I live 6 hours from where the vehicle was recovered and need to plan to be away from the business for a day.