Salesman at to go to the manager everytime I asked a question. And then when I said I was paying outright no finance the mood changed completely.

Very helpful sales rep: Barrie.Only one quibble. When applying for a Mercedes car loan, commission for the loan was not made transparent, only at the time of purchase.Kind regardsBen

Very efficient, professional and communicative. Quite a long service as it was MOT’d and also some recall work was carried out. I was very grateful for the loan car as I live 12 miles away with limited public transport.Jim Glancy

Liam was very relaxed and welcoming in his style and allowed me to browse with no pressure

Subject: Formal Complaint – Misleading Booking Information and Poor Communication (ECFH5G)Dear Lookers Mercedes-Benz Shrewsbury Management Team,I am writing to formally complain about the unacceptable handling of my service booking today, reference ECFH5G.I made this booking well in advance on 06/11/25 specifically because I required a loan vehicle, as I live approximately 40 miles away (around a one-hour journey). At the time of booking, your website indicated that a loan car was available, which was a deciding factor in confirming the appointment.I arrived at the dealership on time at 10:45am, only to be informed that loan cars are not available on Saturdays. This information was never communicated to me prior to my arrival, despite the booking being made weeks in advance.When I queried this, the service representative repeatedly stated that an SMS notification had been sent to my phone. I must make it absolutely clear that I did not receive any such message. I checked my messages while at the dealership and again afterwards—there was no SMS, missed notification, or voicemail advising of any restriction regarding a loan vehicle.I was then shown an internal document stating “no loan car on Saturday.” This does not explain why:* Your online booking system allowed me to select a loan car, and* There was no verifiable confirmation sent to correct this before I travelled a considerable distance.As a direct result of these failures, I was left with two unreasonable options: wait 2–3 hours at the dealership or abandon the appointment and rebook—after already investing significant time and effort to attend. This situation was entirely avoidable and caused solely by inaccurate booking information and poor communication.This experience falls well below the standard expected of Mercedes-Benz and Lookers. Customers should not be expected to accept internal process errors or unsubstantiated claims of communication as justification for service failure.I expect a written explanation of how this situation occurred, including clarification on the alleged SMS notification, and confirmation of what measures will be taken to prevent this from happening again.I look forward to your response.Yours sincerely,Simon Chu

Test drive arranged. Arrived at dealership early. Checked in with Reception, told to have a seat and a drink. I waited 40 minutes then left.

I purchased an extended warranty when buying the car, yet, despite repeated chasing, I’ve not received any documentation or confirmation in relation to the £750 paid. Extremely frustrated at the poor service being given, particularly as the purchase of the car was a very positive experience.

Excellent sales man

customer is chasing the refund of the deposit for the car they purchased but then backed out of the sale, been sending emails and finally got a hold of the sales guy and they have said they have not received any correspondence regarding this. escalated this to head of sales but they have advised them of a refund but never have received any refund.normally have a fantastic service with them but this time with the sale and communication this time has been unprofessional to say the least5 weeks today they should have received the refund as told by dealership but still nothing or no contact

Very good