I have worded an email dated 6th June 2026 to Barrie Christopher at Mercedes Benz Shrewsbury detailing the issues with the car which I bought on 21st March 2026, as there are issues which arose within weeks of me owning the car that are still yet to be addressed.I would appreciate a call to discuss this further.

Purchased a car not up to satisfaction so returned but to get refund it has been a very difficult struggle. I lost money on my insurance refund. Had to make numerous call and often told to leave message but didn’t get response many times. I think the service was applauding. Will never buy from them again.

I am writing to formally confirm my position regarding the rejection of my Mercedes-Benz C220d. I am following up with the submission of this application, as advised by the customer advocacy team. I have a ticket reference of 88710750 from when I emailed vehicle complaints recently if this is of any use.As discussed, I have now returned the vehicle to Maidstone and left it in the dealership’s possession pending the outcome of my rejection request.The purpose of this email is to clearly set out the reasons why I am maintaining my rejection and why I do not wish to proceed with any further repair attempts.During discussions with the management team, I was informed by the Manager at Mercedes-Benz of Shrewsbury that the proposed resolution was for the vehicle to undergo a further round of bodywork repairs. This would effectively be a third attempt to rectify issues that had already been identified and addressed previously. After careful consideration, I declined this proposal as I no longer have confidence in the vehicle or in the repeated repair process being offered.It is important to note that the concerns surrounding this vehicle are not limited to a single repair item. The vehicle was sourced, negotiated, agreed, documented and paid for remotely through telephone conversations, emails and online documentation. Throughout the sales process, I relied heavily upon the descriptions, photographs, personalised video and assurances provided by Liam at Mercedes-Benz of Shrewsbury, as I had not physically inspected the vehicle before committing to the purchase.Prior to purchase, I specifically raised concerns about committing to a vehicle that I had not seen in person and sought reassurance regarding my options if the vehicle did not meet expectations. I was expressly informed in writing that:“If the vehicle wasn’t as described then you could just cancel it.”I was also informed that:“The deposit would be refundable if you weren’t happy with the car.”and“The payment needs paying that is also refundable if you weren’t to have the car.”All screenshots from emails quoting these directly can be provided upon request. In addition, Liam the salesman advised me during our telephone conversations that the vehicle would not be forced upon us if we were dissatisfied and that we would have the opportunity to review the vehicle before deciding whether to proceed.These assurances were fundamental to my decision to continue with the purchase.Prior to collection, a number of cosmetic defects were identified, including scratches, wheel damage and other imperfections. It was agreed that these items would be rectified before handover. When we initially attended to view the vehicle, we were not satisfied with its condition and, at that stage, Josh the sales manager offered us the opportunity to reject the vehicle. However, we agreed to proceed on the understanding that the agreed repairs would be completed to the expected standard.The vehicle was subsequently retained for repairs before collection. However, when we returned to collect the vehicle, not all of the agreed work had been completed satisfactorily. Furthermore, the vehicle had not been cleaned or properly prepared, being covered in dirt and bird droppings. As a result, it was extremely difficult to assess whether the agreed rectification work had actually been completed. It was only after we cleaned the vehicle ourselves that we discovered a number of the issues remained unresolved.Immediately following collection, further problems arose. A tyre pressure warning appeared upon leaving the dealership, and the front tyre was subsequently found to have suffered a puncture caused by a nail. We were left to identify, chase and arrange investigation of this issue ourselves and were later advised that the tyre required replacement.Alongside the concerns regarding the vehicle itself, there were significant issues with communication and administration throughout the process. On both occasions we attended Maidstone, staff appeared unaware that we were arriving to view or collect the vehicle. We experienced considerable delays while information was located and arrangements were clarified between branches.We had also been advised that the vehicle would be taxed with us at collection, that Drive Away Insurance would be arranged, and that relevant documentation relating to the vehicle and previous repair work would be provided. None of these matters were properly organised or communicated, and we ultimately had to chase these issues ourselves through Mercedes-Benz of Shrewsbury. This caused unnecessary inconvenience and further reduced our confidence in the overall handling of the transaction.In addition, we have still not received a V5 document or any of the paperwork relating to the acquisition of the vehicle. Liam advised that all relevant documentation would be sent to my home address by post, yet absolutely nothing has been received. This has added further concern regarding the overall handling of the purchase and subsequent administration of the vehicle.Given the history of this matter, the agreed but unsatisfactory repair work, the condition in which the vehicle was supplied, the immediate issues encountered following collection, the repeated communication failures, and the assurances given to us prior to purchase, I have now completely lost confidence in both the vehicle and the proposed resolution.When discussing the matter with Ray, the sales manager at Maidstone I appreciated his reassurance that, should we choose to reject the vehicle, it could be left at Maidstone with him pending arrangements with Josh. In accordance with that discussion, the vehicle has now been returned and I do not consent to any further repair attempts, including the proposed third round of bodywork rectification.Furthermore, whilst at Maidstone, I discussed the matter with the Bodyshop Manager, who advised that I absolutely had the right to reject the vehicle if that was my decision. Whilst I appreciate that the final decision rests with the supplying retailer, this further reinforced my understanding that my position is reasonable in the circumstances.I would also draw attention to the specific provisions contained within the Vehicle Order Terms and Conditions. Condition 3.1.1 states:“The Company is under a legal obligation to supply the Vehicle and any other goods in conformity with this agreement.”I do not believe the vehicle supplied was in conformity with the agreement, given the condition in which it was presented, the incomplete rectification work, and the issues identified immediately following collection.I also note Condition 5.5, which states:“The rights of cancellation set out in this Condition 5 and Condition 6 are cumulative. Customers may therefore have more than one right to cancel.”This confirms that any cancellation rights available under Condition 6 exist alongside any other contractual or statutory remedies available to me.Further, Condition 6.1(c) provides that a distance contract applies where:“the Customer has not entered into this agreement in the presence of an employee or representative of the Company … and without there having been a prior face-to-face meeting … where there was no negotiation about a sale.”As the vehicle was sourced, negotiated, agreed and purchased remotely through telephone conversations, emails and online documentation, I believe this transaction falls within that definition.Condition 6.2 further confirms:“the Customer has the legal right to cancel this agreement for any reason within 14 days from the day on which the Customer acquires physical possession of the Vehicle.”On that basis, I believe Condition 6 remains directly relevant to the assessment of my statutory cancellation rights and further supports my position that I am entitled to cancel and reject the vehicle.In addition to the above factual concerns, I would also draw attention to the relevant contractual and statutory provisions that apply to this transaction. Under Condition 3.1.1 of Lookers’ Terms and Conditions, the retailer is under a contractual obligation to supply goods that conform to the agreement. The vehicle supplied did not conform to the description, condition and agreed standard represented during the sales process and was not delivered with all agreed rectification work completed to a satisfactory standard.As this was a distance sale concluded remotely by telephone, email and online documentation, Condition 6 of the Terms and Conditions relating to distance contracts is also relevant. The transaction falls squarely within the scope of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which provide consumers with cancellation rights for qualifying distance contracts. The assurances provided by Liam prior to purchase were entirely consistent with those rights and formed part of the basis upon which I agreed to proceed.Further, Condition 5.5 of the Terms and Conditions confirms that contractual cancellation rights are cumulative and do not affect or limit any other rights or remedies available to the consumer. Accordingly, any contractual right to reject or cancel exists alongside, and not in substitution for, my statutory rights.I also rely upon my rights under the Consumer Rights Act 2015, which requires goods supplied by a trader to be of satisfactory quality, fit for purpose and as described. Where goods fail to meet those requirements, consumers are entitled to exercise the remedies provided by the Act. Having regard to the vehicle’s condition on collection, the incomplete and unsatisfactory rectification work, the defects identified, and the overall circumstances of supply, I do not consider that the vehicle was supplied in conformity with either the contract or the standards required by the Consumer Rights Act 2015.Taken together, the contractual provisions, the Consumer Rights Act 2015, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 all support my position that I am entitled to reject the vehicle and receive reimbursement, particularly given that the vehicle has already been returned and remains available for collection by the supplying retailer.I also note that Lookers’ Terms and Conditions expressly state at section 10.1 that “we are under a legal duty to supply Goods that are in conformity with this Contract.” In addition, section 11.1 confirms that “if you are a consumer and have purchased Goods online, by mail order or over the telephone, you may have a legal right to cancel a Contract under the Consumer Contracts Regulations.” Section 11.2 further states that “this means that during the relevant period if you change your mind or decide for any other reason that you do not want to keep the Goods, you can notify us of your decision to cancel the Contract and receive a refund.” Section 11.3 confirms that the cancellation period “will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Goods.”Further, section 11.8 states that where a consumer exercises the right to cancel, “we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).” Section 11.10 also provides that reimbursement will be made “without undue delay and not later than 14 days after the day on which we receive the Goods back from you.”Given that this vehicle was sourced, agreed and purchased remotely through telephone, email and online documentation, and having regard to the above provisions of Lookers’ own Terms and Conditions, together with the numerous issues outlined in this letter, I believe my request for rejection and reimbursement is entirely justified.Accordingly, I respectfully request that my rejection continues to be processed and that I receive written confirmation regarding the next steps and the dealership’s position concerning reimbursement.Thank you again for your assistance, and I look forward to hearing from you.

Dear Customer Service and Complaint Resolution Team,I am writing to formally notify Lookers of my decision to cancel/reject my vehicle purchase and to request that this matter is investigated and treated as a formal complaint.Vehicle: Mercedes-Benz C220dRegistration: YF19 LWJSupplying Retailer: Mercedes-Benz of Shrewsbury (Lookers)I have already raised this matter with the supplying retailer; however, I am now formally escalating it to your Customer Service and Complaint Resolution Team in accordance with Lookers’ published complaints process and Terms and Conditions.Distance sale / Condition 6I understand from Lookers’ Terms and Conditions that Condition 6 may apply where a contract is concluded remotely. The vehicle was sourced, negotiated, agreed, documented, and paid for remotely via telephone, email, and online signature. No sales contract was signed in person at the point of collection, and no negotiation of the sale took place during the collection process.Condition 6.1(c) states that a distance contract applies where:“the Customer has not entered into this agreement in the presence of an employee or representative of the Company … and without there having been a prior face-to-face meeting … where there was no negotiation about a sale.”On this basis, I believe Condition 6 remains relevant to the assessment of my statutory cancellation rights.Further, Condition 6.2 confirms:“the Customer has the legal right to cancel this agreement for any reason within 14 days from the day on which the Customer acquires physical possession of the Vehicle.”Condition 3.1.1 – Contractual conformity of the vehicleIn addition to cancellation rights, I also rely on Condition 3.1.1, which states:“The Company is under a legal obligation to supply the Vehicle and any other goods in conformity with this agreement.”My understanding of this provision is that the vehicle supplied must match the agreed specification, description, and condition as represented at the point of sale, including any agreed remedial work.Prior to completion, defects including scratches, dents, and wheel damage were identified and specifically acknowledged. It was agreed that rectification work would be carried out before collection. I proceeded on the basis that the vehicle would be supplied in accordance with those agreed terms and representations.However, upon collection, I do not believe the vehicle was supplied fully in accordance with what had been agreed, and I have since lost confidence that the vehicle conforms to the standard represented at the point of sale.Condition 5.5 – Cumulative rightsI also note Condition 5.5, which states:“The rights of cancellation set out in this Condition 5 and Condition 6 are cumulative. Customers may therefore have more than one right to cancel.”This confirms that cancellation rights under different provisions are not mutually exclusive and may apply concurrently depending on the circumstances of the sale.Accordingly, my request for cancellation/rejection is not based on a single issue alone, but on a combination of:remote contracting and reliance on Condition 6,contractual non-conformity under Condition 3.1.1,and cumulative cancellation rights under Condition 5.5,as well as the representations made prior to purchase.Misrepresentation and pre-contract assurancesBefore committing to the purchase, I specifically raised concerns about purchasing a vehicle I had not inspected in person and was provided with written assurances including:“If the vehicle wasn’t as described then you could just cancel it.”“The deposit would be refundable if you weren’t happy with the car.”“The payment needs paying that is also refundable if you weren’t to have the car.”These assurances were a material factor in my decision to proceed. (Screenshots of all messages can be provided upon request if necessary.)Condition of vehicle and handover issuesPrior to collection, defects were identified and rectification work was agreed. The vehicle was retained for repairs before handover. Upon collection, the vehicle had not been fully prepared or cleaned, making it difficult to verify whether the agreed work had been completed.Upon leaving the dealership on 22nd May, a tyre pressure warning appeared and the front tyre was found to have suffered a puncture caused by a nail. In addition, there were further concerns regarding whether the agreed remedial work had been fully completed to the standard promised.There were also significant communication and handover issues at both visits, with staff appearing unaware of the arrangements in place, resulting in delays and a lack of clarity throughout the process.ConclusionTaking all of the above into account, including:Condition 6 distance contract provisions,Condition 3.1.1 contractual obligation to supply in conformity with the agreement,Condition 5.5 cumulative cancellation rights,pre-contract written assurances,agreed but potentially incomplete rectification work,and the immediate post-handover issues and loss of confidence,I do not wish to proceed with ownership of the vehicle or further repair attempts.Accordingly, please treat this email as formal written notice of my rejection/cancellation of the vehicle and request confirmation of the return process and full refund.I would be grateful for written acknowledgement and confirmation of next steps.Yours faithfully,Costadino Georgiou

Whilst bringing our business electric car in for a service the other week - I noted the following: Wonky tap fitting in men's toilet & cleanliness. Coffee machine broke / not working. Whilst the staff are all very pleasant & helpful, I don't expect to pay almost £400 for a service & sit out in a lounge area with these kind of issues. You are a premium brand & I would therefor expect a premium service with trades fixing what needs to be fixed asap. Come on Mercedes get this sorted please.

Dear All,As of today, my Mercedes CLA 250+ has now been with Mercedes-Benz Shrewsbury for two weeks due to an intermittent “malfunction – visit workshop” fault.I appreciate the increased communication provided over recent days and understand that Mercedes technical support in Germany remains involved. However, I am increasingly concerned that:- the fault remains unresolved,- the issue is reproducible by the workshop,- no confirmed root cause has been identified,- there is still no clear return date for the vehicle.While I have been provided with a temporary courtesy vehicle, this does not alter the fact that my new vehicle has been off the road for a significant period without a confirmed repair solution. Additionally this is not a like for like vehicle and is causing me increased cost due to current fuel prices.Given the length of time involved and the absence of a defined resolution, I would now like this matter formally escalated and would ask Octopus and Mercedes-Benz to advise what replacement or alternative vehicle options may be available should this issue remain unresolved.Please also confirm:- the current status of the investigation,- what further actions are planned,- and whether there is any estimated timeframe for resolution from Mercedes technical support.I would appreciate a substantive update on next steps via email and escalation options as soon as possible.Kind regards,Craig Browncraigabrown77@hotmail.com

On Saturday 9th May, I came into the showroom to enquiry about purchasing a new Mercedes CLA 250+ with EQ Tech sports edition on PCP. I spoke to a gentleman (he didn't give me his name) who let me have a test drive. We discussed figures of which included part ex of my Land Rover Evoque of which i was offered £5,000. I explained i would try and sell the car privately as I felt this was well under-priced. I asked him for a business card so i had his details, he said he would just email me the quote across. I didn't received the quote via an email or any follow up. I went back into the showroom yesterday (13/5) as i had been offered more for my vehicle (6,250) by BYD (as considering buying a BYD Seal) and wondered if they were willing to match this offer. I went to go and speak to this same gentleman who was on the phone. Eventually he came over and i said i wondered if they were willing to match the price i had been given for my part ex. He said he would go and speak to the manager. Within 5 mins he returned and said No they wouldn't give me anymore. At no point did he even try and negotiate or help try and sell the vehicle.My experience with this sale man for Mercedes has been pretty appalling. It feels that he didn't take my interest in the vehicle very seriously, he didn't give me a business card or send me the quote over on an email so i at least had his contact details. He made no effort over the two occasions to try and come to an agreement with price etc and came across that he really wasn't bothered. I have dealt with many car companies over the years purchasing new cars and i have never had such bad customer service. I wonder whether because i am a women an assumption was made that i wouldn't buy or couldn't afford this vehicle. I expected much better from a prestige car company, extremely disappointed and wouldn't be visiting again.

cust has been chasing the service history of the vehicle and have tried direct with yourselves but she is not getting any where.

Your workmen look a shambles! I know they are not always customer facing however you REALLY need to supply them with replacement uniform when theirs has been damaged whilst working. You need to look after your staff better. Work force care is poor!

EK62 RFZ Lookers ShrewsburyMy car was accepted by Jake on Friday 27th March. First problem, they lost my key. I was called late that afternoon to ask if I could supply another. So now we have a Mercedes key for my car drifting around your dealership. The insurance company would not be impressed should it get stolen. I did so first thing Monday 30th. Jake rang at the close of play to tell me that the car required two fixes, the DPF and one other, this was going to cost £880. Reluctantly I agreed and told them to proceed. He said he'd call the next day to let me know how it went. I rang the dealership on several occasions that week to no avail, the phone going unanswered for 4/5 minutes at times. Eventually on the Friday I caught hold of Jake to enquire as to what was going on and mentioned the problems in getting an answer to the phone calls. His response to that was if no one was available in the branch then the call defaults to head office...so it was your fault I couldn't reach anyone apparently.I am told that the repairs have been performed but the engine management light hasn’t gone out. He said they’d investigate. One week gone.Almost another week chasing until I’m finally told, the DPF is showing 150% so there are two options, drive the car to get it hot and clear it out or employ the specialist machine in the workshop. A bit disappointed at the lack of progress after approaching 2 weeks I say okay, carry on. The following week Jake tells me the car has been taken out twice, but it hasn’t responded, so they’ll use the specialist machine to reset things. Again, zero contact from the dealership until I start chasing (can you see a pattern developing here?) and Jake informs me that the machine hasn’t fixed the problem, the machine must be faulty, he’ll get it checked out. We’re into nearly three weeks now. Again, no response. Again, numerous calls to get a reply, again we’re looking into the problem with the machine.Friday 17th April. I speak to Jake, he says the machine still isn’t fixed, but the workshop is talking to technical and he’ll definitely ring me the following Monday to update me. Guess what? I finally contacted him yesterday, Wednesday, can you imagine how valued I felt right then?I’ll be fair, when Jake started spouting mechanical details, I got a little aerated and just demanded an answer to what was going on. If this machine is still not working after all this time I suggested they take the car to another of the Midlands Lookers Mercedes dealerships and use their workshop. It is at this point, after 4 weeks and nearly £900 the conversation went downhill rapidly and I must admit I was taken aback. He said technical had said the machine was probably fine and it was the car. They didn’t know what it could be but suggested further investigation and that could run to a further £1,000, and then I should expect perhaps another £2,000 in repairs. I was speechless, a month and now this. Jake, I think realising the bomb shell he’d just dropped combatted the silence with ‘I suppose I let you think it was going to be a lot less expensive’ sic.I asked him how it was driving as one of my options would be to photograph it and list it for sale with an engine fault but suddenly Jake says it’s now running rough and wouldn’t suggest driving any distance. Hang on, I drove it there with the fault, it was worked on and allegedly taken out on two test drives but now it isn’t suggested I drive it?It is a 2012 E Class 350 Blue Efficiency V6 Sport convertible. Currently there are nearly 40 of this exact model available on Autotrader and over 110 E Classes with the exact same engine for sale currently so this is really not an uncommon engine, and the DPF is fitted to 1,000’s of them. And a Mercedes dealer group with 14 dealerships nationwide has no idea what’s wrong with the car! A car worth circa £5,500 you’re suggesting £4,000 in work. It sounds as if the car has deteriorated while in your care as it’s now not recommended to drive, it certainly isn’t secure anymore with a key gone missing.I am a disabled pensioner I cannot afford this, if I had had the vaguest of ideas a full on, national specialist dealership could screw up so badly, have no idea what is wrong with a common engine without ‘specialist technical’ intervention, deliver such incredibly poor customer service and not seem to understand nor care you have just written off my car I’d have gone to anyone of the hundred or so garages between Ludlow and Shrewsbury. I couldn’t have received worse care or service that’s for sure.