Excellent customer care, received by Sales staff in very professional manner.It was a Sunday afternoon, and the staff were most affable, and accommodating.

FAO: Mercedes-Benz UK LtdCustomer Services DepartmentTo Whom It May Concern,RE: Formal Complaint – Stafford Mercedes-Benz BranchI am writing to formally raise a complaint regarding my visit to the Stafford Mercedes-Benz branch on Friday 19 December 2025 at approximately 13:30.This was my first ever visit to the Stafford showroom. I had recently purchased a second-hand Mercedes C-Class privately for just over £22,000 and identified that the Mercedes me app remained registered to the previous owner. Online guidance indicated that this matter could be resolved by attending a Mercedes-Benz dealership in person.In addition to requesting assistance with the Mercedes me registration, I also intended to enquire about a three-year service package and the potential purchase of a Mercedes A-Class for my Wife.After entering the showroom, I proceeded to reception and requested assistance. The receptionist advised she would arrange for a colleague to help and returned shortly with a member of staff who as he approached was laughing and joking with the female receptionist and had for some reason his arm around her shoulders!?I presented the following documentation:• UK Passport• Driving Licence photograph on iPhone (both sides)• Vehicle V5• Household utility billI also indicated the vehicle parked directly outside the showroom. I explained that I was unable to locate my physical driving licence at that time but had clear photographs of both sides available on my phone. The photograph corresponded with the passport, address details, and included my driving licence number, which is verifiable via the DVLA online checking service.The member of staff advised that assistance could not be provided without a physical driving licence and declined to proceed further. No alternative options, explanations of policy, or guidance on next steps were offered.The member of staff appeared to behave unprofessionally in the presence of the receptionist and, after visually assessing me on more than one occasion, was discourteous and unhelpful in his manner. His conduct did not align with the level of professionalism or customer service I would expect from a Mercedes-Benz representativeAs a result, the Mercedes me registration issue remains unresolved, despite the availability of multiple forms of supporting documentation and the vehicle being present.I appreciate that identity verification procedures must be followed; however, I believe the situation could have been handled more effectively through clearer communication and guidance on acceptable documentation or alternative resolution methods.As this was my first interaction with the Stafford branch and with the Mercedes-Benz brand more broadly, I was disappointed that the matter could not be resolved during the visit. Consequently, I intend to pursue assistance through an alternative Mercedes-Benz dealership.I am submitting this complaint to bring the matter to your attention and to request a review of the customer handling process in this instance, as well as assistance in resolving the outstanding Mercedes me registration.Thank you for your time. I look forward to your response.Yours faithfully,Mr Acaster

I recently brought my C class in for service on the service plan having done only 3k miles in the past year. After my service I was told I needed new rear pads and discs urgently, and my NSF shock absorber was leaking and needs urgent replacement. No video evidence was provided as has previously been my experience at Mercedes, and I was quoted approx £2k for the work.No warnings were displaying on my dash regarding the brakes, and I couldn't see any leaks on my shock absorber nor feel any difference in handling. Funnily enough I was told the same about my brakes in 2024 and managed another year of driving with no issues or warnings from the brake wear sensors and passing it's MOT.I took my car to an independent mechanic for inspection, and his assessment was only rear pads and wear sensor was required. The rear discs are only slightly worn and within the legal limit, and the NSF shock absorber has no sign of leaking.I am so unhappy with this experience of blatant profiteering for unnecessary work I am going to voluntarily terminate my PCP and have bought a different brand.Having used Mercedes Stafford for over 10 years for all mine and my family's cars I am incredibly disappointed that it now appears to be as dodgy as Kwikfit. We will never buy or service another vehicle at MB Stafford again.My complaint is simply to bring this to the attention of management, and also formally record my position and the assessment of my independent mechanic as I will not be paying for any repair costs associated with the brakes or NSF shock absorber when I hand the vehicle back.

You did brilliantly.I don't complete surveys.10 out of 10.Thank you.A C Webb

Subject: URGENT: Vulnerable Customer – Outstanding Vehicle Rejection & Safeguarding Concerns (GU68 VUL) SENIOR TEAM ESCALATION REQUIREDLookers Ticket: 84293942 (Primary), 84573451Mercedes-Benz UK Case: 19169903 + latest ID 19500170Vehicle: GU68 VUL – Mercedes-Benz CLA (WDD1173422N732475)Dear Senior Management Team,I am writing as a clinically vulnerable customer with serious health conditions, who has now been left without safe and accessible transport due to an unresolved vehicle rejection with Lookers Mercedes-Benz Stafford.Despite multiple attempts to resolve this through your Customer Service, Reputation and dealership channels, I have not received a single investigation update, human acknowledgement, decision, or timescale from Lookers. Meanwhile, the vehicle has remained with Stafford for several weeks, leaving me completely without transport.As someone recovering from a heart transplant with a severely compromised immune system, I rely on safe personal transport to attend essential medical appointments. I live on a steep hill which I cannot safely walk up or down, and with all local hospitals declaring serious flu-related incidents, I cannot risk public transport or exposure. This situation places me at serious personal risk and is causing extreme distress to both myself and my elderly parents.Complaint Handling Breach (8-Week Rule)For clarity, I have not received any complaint response or investigation from Lookers, despite repeated submissions across multiple channels. Lookers have:failed to acknowledge within 48 hours,failed to make contact within 14 days,failed to provide a final response within the regulated 8-week period.As a clinically vulnerable customer, this failure constitutes a breach of Lookers’ own Complaints Procedure and a failure to comply with Consumer Duty obligations relating to vulnerable individuals. I am therefore escalating this matter to senior management as a safeguarding concern.Mercedes-Benz UK PositionMercedes-Benz UK have confirmed in writing that they have no influence over rejection decisions and that responsibility lies entirely with Lookers. However, Lookers have not progressed my rejection or provided any communication or pathway to resolution.What I Need NowI am requesting:Immediate confirmation that my vehicle rejection is being reviewed at senior level.A clear timeline for the resolution of the rejection and refund.Confirmation that my case has been assigned to a decision-maker, not an automated workflow.Assurance that my vulnerability is being properly recognised and prioritised.Written clarification of next steps, given that the vehicle remains in Lookers’ possession.I want to resolve this matter quickly and fairly. However, continued absence of communication will leave me with no choice but to escalate through Trading Standards, the Motor Ombudsman, and regulatory channels.Thank you for your urgent attention. I would appreciate formal acknowledgement and confirmation of senior management review.Kind regards,Samantha FeeneyEmail: samlouise55@icloud.comVehicle: GU68 VUL – Mercedes-Benz CLALookers Tickets: 84293942, 84573451Mercedes UK Case: 19169903

Dear Mercedes-Benz UK Executive Team,Dear Lookers Group Executive Team,I am issuing a Final Escalation Notice regarding my rejected vehicle:Mercedes-Benz CLA 117GU68 VULVIN WDD1173422N732475This matter now involves misrepresentation, negligence, unlawful delay, and a serious health and safety risk to a clinically vulnerable customer.⸻1. Vulnerable Customer – Immediate RiskI am a heart-transplant recipient with a suppressed immune system.All local hospitals have declared serious incidents due to flu.I cannot safely mix with people.Public transport is unsafe for me.I live on a steep hill I cannot climb.I have now been left housebound for over a month with no safe transport, unable to reach medical care, pharmacy supplies, or essential needs.This is now a safeguarding failure.⸻2. Stafford Have Had the Vehicle for Over a MonthThe vehicle was originally returned to Lookers Mercedes-Benz Stafford for repair work.When I issued my formal rejection on 21 November 2025, I instructed Stafford to STOP all repairs immediately.The car has remained in Lookers’ custody ever since.I do NOT have the car.I cannot inspect it.I cannot drive it.I cannot carry out the steps Mercedes-Benz UK repeatedly sent me (turn ignition on, refresh app, reconnect Digital Extras, etc).This demonstrates a complete failure to read or check the facts of my case.⸻3. Misrepresentation – The Vehicle WAS Sold as “Approved Used Mercedes-Benz”I hold multiple Mercedes-Benz UK emails confirming:• “Thank you for ordering your Approved Used Mercedes-Benz CLA Coupé.”• Mercedes Me activation• Identity verification completed• Digital Extras agreements• Mercedes Store orders• Invoices• Data Protection notices• Multiple Mercedes case referencesThese systems ONLY activate for Mercedes-Benz Approved Used vehicles.Lookers Stafford’s later claim that it was “Lookers Approved” is false and misleading.⸻4. Undisclosed Paintwork / Colour IssueHPI report (08/12/2025) confirms:• Factory colour: BLACK• Previous colours: 0The rear of the vehicle is visibly blue, demonstrating post-factory repainting or repair that was not disclosed.This alone is grounds for rejection.⸻5. Undisclosed Vehicle HistoryThe HPI report shows:• Private plates: Y55 YAS and KK02 ERZ• Multiple rapid plate changes• Undeclared history movementsNone of this was disclosed at sale.⸻6. Mechanical and Safety ConcernsInternal prep invoice shows:• Wheel distortion advisory NOT addressed• Tyre leak shortly after purchase• Paint, trim and seal issues• General condition inconsistent with “Approved Used Mercedes-Benz” standards⸻7. Negligence While Stafford Held the VehicleMercedes Me repeatedly showed:• Vehicle left unlocked• Ignition on• Outdated status• Security compromisedThese alerts occurred while Lookers Stafford had full custody of the vehicle.Mercedes-Benz UK responses did not acknowledge this and instead sent irrelevant troubleshooting instructions.⸻8. No Inspection by Mercedes-Benz – Major Process FailureGiven the issues reported (undisclosed repairs, colour mismatch, app security failures, mechanical concerns, mis-selling) and the car being at Stafford:It was reasonable and expected that Mercedes-Benz would inspect the vehicle.No inspection has taken place.No technical specialist was sent.No aftersales manager intervened.This is unacceptable.⸻9. Unlawful Delay – Refund Not IssuedUnder the Consumer Rights Act, refunds must be issued:“within a reasonable time and without significant inconvenience.”A month’s delay while holding both my money and my car is neither reasonable nor lawful.Lookers and Mercedes have:• failed to confirm acceptance of rejection• failed to provide a timeline• failed to provide a courtesy car• failed to communicate• opened multiple case numbers but taken no actionThis is now a serious breach of consumer law.⸻10. Required Action – WITHIN 24 HOURSI require the following:1. Written confirmation that Lookers accept the rejection.2. Full refund amount + breakdown.3. Exact refund processing date.4. Confirmation of vehicle handover arrangements.Failure to comply will result in immediate escalation to:• Trading Standards• FCA• Motor Ombudsman• Who? Consumer journalists• BBC Watchdog• Mercedes-Benz UK Board• Lookers Group Plc Board• Legal representatives (Letter Before Action)All evidence is ready to be submitted.⸻11. Evidence Pack Available ImmediatelyThis includes:• Mercedes onboarding emails• Identity verification email• HPI report (colour mismatch + history)• Lookers/Stafford email chains• Mercedes email chains• App screenshots showing negligence• Photos of colour mismatch• Proof of payments• RAC warranty• Lookers Terms of Business⸻12. ClosingAs a clinically vulnerable transplant patient left:• without transport• without a refund• without support• and now housebound during a major flu emergency…I expect urgent senior intervention, not from Stafford my complaint needs to be read in full.Kind regardsSamantha Feeney

From my first post sale experience of lookers it’s been a terrible experience. My first experience was of the Stoke dealership, where I took my care for an alloy repair. Post the repair the alloy burst 4 tyres in a row at great expense, over and over I asked for the alloy to be checked as it was odd it was always the same tyre. I was “mansplained” this wasn’t the case, so on the 4th occurrence I asked for the alloy to be switched with the opposite side to see if the problem followed the alloy. Within a fortnight another alloy had blown so I asked the RAC to take a look who confirmed there was a crack that had been there some time and would have cause the issue. This resulted in me buying a new alloy after already purchasing 5 tyres, and being terrified to drive my car after after being stranded as a lone female on numerous occasions. Following this experience o had no issues for a few months until I needed a service. At this point I vowed not to visit Stoke again and opted to take my car to Stafford. As I dropped my car off I asked if a rattle of a rear window could be looked at. When it came to collect my car the service manager came out and said “ermmm there’s something I need to tell you, we took your car out to drive it to replicate the rattle and the engineer hit something really hard in your car and sliced through the tyre. We’re really sorry, and have replaced the tyre free of charge”. When I took the car home, and drove it the follow day I noticed the front tyre on the same side was deflating. I took the car back and asked for it to be looked at as it was fine prior. The same service manager took a look and told me the alloy was cracked and it couldn’t have been them “as it was a really good engineer that drove my car” despite the prior incident. And advised if I could afford another alloy I’d have to get the current one welded. Even the receptionist was gobsmacked and advised I try and return the vehicle or end my contract. Which I did try to. Fast forward to this service and it’s been just as poor. Which is so disappointing for a premium vehicle. I’ve been left feeling unsafe and unhappy and like I have no approachable contacts to use for support

A service was undertaken at Stafford Mercedes, on leaving the show room I heard a very loud knocking noise and noted a piece of equipment was left on the underneath of the vehicle. I had to remove the tool ( which looked like a very large spanner) I requested that the vehicle be checked and I receive evidence that an engineer had checked the vehicle to ensure there was no damage. I logged this compliant on the 30th October 2025 and I am still awaiting a response. Is someone going to respond to my compliant in a timely manner? i had a email stating it would be 2 weeks and I am still waiting. I would like this compliant passed onto a member of staff again. Thank You

Good service and friendly sales agent.

Dear Mercedes Customer Service Team,I wanted to start by expressing my sincere appreciation for the excellent service provided by Luke at Stafford Mercedes. He was extremely knowledgeable, helpful, and professional in addressing my concerns, and I was thoroughly impressed by his dedication to dealing with issue on my car.I hope this email finds you well. I'm writing to inform you of an ongoing issue with my Mercedes A35, which was previously subject to a steering wheel column replacement under warranty.I've recently experienced issues with the front tyres skidding/slipping during full turns at slow speeds. Stafford Mercedes has inspected the vehicle and recommended fitting a specific type of tyre to address this issue.I want to formally record this issue with you as advised by Luke before taking the car for tyre replacements particularly as my warranty is set to expire next year. I believe it's essential to highlight that the current tyres, which have only covered 9000 miles, are not performing as expected and they have already reached 3mm depth, this mileage is significantly lower than industry average and I suspect it maybe related to the vehicle’s steering system.I have booked the vehicle into Stafford Tyre Shop for Tuesday the 02.12.2025 to purchase and fit the recommended tyre type which is (Q2353519YPZROXL N/STK PIRELLI PZERO). I request that you make a note of this issue and ask Stafford Mercedes to provide their findings and recommendations regarding this matter for the record.I have attached a short video of noise made by steering on low speed for records.Please find the details,- Name: Mehrdad Jafari- Vehicle Registration: KP23 BLV- Vehicle Model: Mercedes A35Please let me know if you need any more information.Important note: I would be appreciated if you would let me know that if you prefer me to take different action before the 2nd of December.Best Regards,M.Jafari