I am delighted to confirm my complete satisfaction with the service and hospitality Lookers provide at my local dealership.Following an accident, and my motor insurers approval of Lookers’ repair estimate; I will be dropping my vehicle at my local dealership 17/07/2026.I have been advised that the repair will necessitate inter alia, a wheel replacement,What is Lookers’ policy regarding salvage?From my professional experience, I know that salvage becomes the property of the insurers when the claim is paid.I am interested in repurposing the wheel; I understand that Lookers and/or my insurers are responsible for the legal disposal of salvage. I also understand that the wheel is now condemned; it cannot be used in the automotive sector again.I would be happy to sign a declaration, transferring the ownership and responsibility for the wheel’s disposal to myself; I realise that I may have to buy the salvage from the legal owner of the wheel, when it has been replaced.Lookers have advised me that they are unable to give, or sell me the wheel.Please confirm the accuracy of this statement, or intervene on my behalf to enable me to legally acquire it.I value my relationship with MB Stoke; I hope you can deal with my comment as discreetly and sensitively as possible.Many thanks and kind regards,Bruce.

Good morning,We collected our car 25.04.26 fromStoke Lookers approved used.Shortly after leaving the tire warning light came on. We enquired with the showroom and were told that it was probably tire pressures. Evidently nobody had pumped the tires up to safe levels prior to us picking up the car, despite the week duration of deposit and committing to purchasing the vehicle.Similarly, a service light came on which we flagged to Stoke 09.05.26 after getting back from holiday.We tried to get in touch with Stoke for over 3-4 weeks, which is difficult because there is no central email address and it’s all subject to the contact/seller being available and responding in a timely manner. Another issue is that one of the usb ports does not work to connect Apple CarPlay. Again, this was not flagged by the dealership and no response was issued for 4no. weeks.After receiving no response to our 09.05.26 enquiry about the service light and usb, we chased again 31.05.26 and got a response saying it would be passed on to someone in their office. Once again, following no response, we chased again 07.07.26After 2no months of chasing 08.07.26 we finally received a response from Stoke and were assured that all the relevant servicing had been undertaken and paper work provided. Therefore we could go to any Mercedes service and they would be able to reset the service light; “I have chased it up today regarding the service on the car which it has been done as part of our Mercedes Benz approved used car check and I have attached a copy of the invoice onto this email,  sadly they have not reset the light on the car but the service has been logged on Mercedes Benz portal. I f you could kindly reach out to your nearest Mercedes Benz branch and show them the invoice attached onto this email they will be able to rest that light for you.”Following calls to multiple local dealerships this information was evidently incorrect. They have explicitly stated that only the garage that undertook the service can reset the light.We will not be travelling from London to Stoke for Stoke dealership to fix the issue that should’ve been sorted prior to us leaving the forecourt.The other Mercedes dealerships have encouraged us to get Stoke to come and sort the car or collect it, fix and return to our address.As of today 16.07.26 we are awaiting a response and plan of action from Stoke.It has been an extremely disappointing experience and unfortunate that from point of sale they have had little interest in sorting out the issues we have inherited from them. There is also a lack of accountability which we tried to discuss in an open and honest way prior to purchasing, in which we felt the service was substandard. However it was met with various excuses and was evident that nobody wanted to take accountability or take on board constructive criticism. We were told in no uncertain terms that people go to them because they have some of the best prices, and they sell much more expensive cars than ours, so in essence we should just be grateful that they took time to deal with us on our purchase.We trust that this complaint will find someone who has a vested interest in putting things right.Please reach out to us with your plan of action to rectify the matters discussed.Regards,Mr and Mrs Johnson.

customer has still not received deposit refund of £250, requested the following day after viewing the car around either 28th June or the 5th July. has called several times and still not refund back to him and sales exec who took deposit advised payment would be returned instantly if the car was not the right one for him

Having called into Mercedes Stoke on 3/7 I spoke with Luis, who I have to say was very accommodating. I produced my car details and he advised me the best price for my partex be between 17 - 17.5k. His manager later interjected stating they could only offer 17k. As Lookers cannot advertise my car? Despite having a Lookers site down the road as a BMW retailer?.I arranged with Luis a test drive of an EQC for today 4/7 at 3pm. I had planned my day to ensure I was there on time, at which point upon my arrival I was told by Luis he had been busy and unable to locate me a car with no explanation as to why he could t have informed me of this prior to me making the journey. I won’t be returning to purchase. I have since made my purchase with Lookers Stafford whom have been far more accommodating

On the 19th June I agreed to purchase a 2 year old Mercedes c200 mild hybrid from Stoke The salesman was Joel. I paid a deposit of £250 at 10:31am 19th June as requested. I received a voicemail message from Joel at 11:14am on 19th June requesting my e mail address for the finance application forms.On Saturday, Sunday, Monday and Tuesday I contacted the Showroom to supply them with my email address and requesting that Joel to call me regarding when i could pick up the car. I spoke to reception and other salesmen as Joel was always busy. I contacted them again today to be told that they had sold the car to another Mercedes dealer. I did not delay making the payment after I agreed did the deal over the phone. This is a breach of contract. In addition Mercedes Stoke still hold my £250 deposit.I do not know why they did not refund it if they had sold the car to someone else. The sales manager (graham?) said that they would now arrange the refund. This is a breach contract. I expect you to find me a car of similar age and mileage that I agreed to buy. The sales manager said that he could sell me a similar car that was 2 years older for the same amount. This is unacceptable. In addition to this I have now lost another car that I was interested in buying. Please let me have your comments.

Dear Lookers Resolutions Team and Mercedes-Benz UK Customer Care,I am writing to log a formal complaint regarding a Mercedes GLC purchased from Lookers Mercedes-Benz Stoke-on-Trent. Despite raising multiple issues time and again during the vehicle’s warranty period, no concrete steps have been taken by the dealership to resolve them.Worse still, the showroom agent who sold me the vehicle is denying any delays, despite a clear paper trail of my repeated attempts to get these matters sorted.The two primary outstanding faults are:1. Under-Seat Panel: This was inspected by the showroom in April, and I was explicitly assured a replacement part would be ordered and fitted. No action has been taken since.2. Passenger Side Mirror: Prior to purchasing the vehicle, I flagged that this mirror was exhibiting erratic, jerky movements and I was assured this will be fixed but nothing was done for it so far. Now It sometimes work and other times makes jerky movements. I have video evidence of the side mirror issue ans I am afraid it might fail completely at any moment, creating a severe safety hazard and restricting my visibility while driving.Because these faults were reported well within the warranty period, Lookers is legally obligated to repair them under the Consumer Rights Act. I have attached/forwarded my previous emails to this message as concrete proof of the ongoing delays and lack of action from your Stoke on trent showroom.I require a senior manager from Lookers Head Office or Mercedes-Benz UK to intervene immediately. I expect a response within 7 working days confirming a definitive booking date for these repairs.If this is not resolved swiftly, I will immediately escalate this matter to the Motor Ombudsman and, if applicable, the Financial Ombudsman Service to initiate a formal, independent investigation.I look forward to your urgent response.Yours sincerely,Shah

I am writing to formally raise my concerns regarding the Approved Used Mercedes A200 (Registration DX24OTS) purchased on Friday, 29th May. Unfortunately, within just 24 hours of taking ownership, I encountered a loud knocking noise beneath the car and noticed significant difficulty when attempting to reverse. Given these unexpected issues, I promptly contacted Mercedes breakdown, who subsequently towed the vehicle to the Cicely Mercedes dealership. Their diagnosis was clear: the gearbox mount had shifted, apparently due to previous work, as evidenced by screws left on the undertray.On Tuesday, 2nd June, I reported the problem to Lookers Stoke and spoke with the Sales Manager, Anthony, who assured me that they would investigate the matter. Since then, I have followed up several times, but each attempt has been met with explanations rather than solutions—ranging from claims of no work being performed by the Stoke workshop, to waiting on an email or report from Cicely regarding warranty work. Despite these efforts, it has now been two weeks, and I still have not received a satisfactory explanation regarding why I was sold a car that was unsafe to drive.I understand that it may be difficult to accept a diagnosis from an independent third-party garage, but in this case, the assessment and repairs were made by another Mercedes dealership, which carried out warranty work and has no reason to misrepresent the cause of the issue

I took out an insurance through Mercedes to cover scratches. Stoke returned the repair after it was sold to me that they would fix it and lend me a car whilst it was fixed. The insurance company sent another repair company out to fix who said they couldn't fix due to fears of not being able to blend in properly. This resulted in me having a wasted day off work and scratches remaining to my car.

Went to collect my new car on Wednesday evening after work, I was told that you would put on my cherished plate while I was doing the handover, I had all the relevant documents & insured it with my plate number, i did check to see what time the parts department were open until & it says 6pm so I arrived with an hour to spare & I was told they refused to make it as they we about to finish, at 5pm? So my insurance was now void, not to worry, Mercedes drive away insurance was given to me & was informed that they would extend it until the v5 is back so I could put on my plates, they rang me today to inform me that it will expire on Monday 23rd may at which point I explained my situation & asked for a extension and they won’t do it, so I now am unable to get to work on Tuesday through no fault of my own unless the v5 comes in the meantime, unlikely as it’s bank holiday weekend. This is not the fault of Declan the sales person I’ve dealt with, he’s been excellent throughout, but it’s been like buying a car from a back street garage rather than a prestige dealership. Not at all happy , if the plates had been made at 5pm then none of this would’ve happened.

HiI am hoping you can assist me please as I have tried to contact the Stoke dealership but unfortunately having no luck.I took out an extended warranty on a vehicle, paid for this in full and then was informed that the warranty had been cancelled by the dealership without my knowledge, therefore I am still awaiting a full refund of the £749 which I paid.If you can please call me on 07379 036748 so we can settle this otherwise I will need to contact the motor ombudsman for further support.Kind regards,Amy ScottPlease excuse any typos, this message was sent from my mobile.Begin forwarded message:From: Amy ScottDate: 15 May 2026 at 18:47:16 BSTTo: antonyhine@lookers.co.ukCc: Adam Sherwin, GrahamSimm@lookers.co.ukSubject: Re: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyDisappointed that despite numerous calls to try and speak to you I have not received the call back promised, or acknowledgment of these emails.Given the serious nature of your dealership taking a considerable amount of money from me despite cancelling the warranty cover, I am surprised at your lack of urgency to this matter.Given the lack of response, I will need to escalate this with Lookers and potentially further than this.... ultimately you have taken money for a service that was never in place due to you cancelling the policy without consent - some might call this fraud by misrepresentation.I also wonder how many other customers the dealership has done this with?I look forward to your reply so we can close this matter.Thanks________________________________________From: Amy ScottSent: 14 May 2026 19:09To: antonyhine@lookers.co.ukSubject: Re: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyPlease can you acknowledge the below emails and confirm when the payment will be made?Thanks,AmyPlease excuse any typos, this message was sent from my mobile.On 13 May 2026, at 17:00, Amy Scottwrote:Hi AntonyCan you confirm when I will receive payment please?Thanks________________________________________From: Amy ScottSent: 12 May 2026 14:28To: antonyhine@lookers.co.ukSubject: Fw: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyBank details are as follows:Mrs A J MartinBank Account: TSBSort Code: 77-48-08Account Number: 20248468Thanks________________________________________From: Amy ScottSent: 12 May 2026 13:58To: antonyhine@lookers.co.ukSubject: Fw: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyPlease see below as discussed -________________________________________From: Amy ScottSent: 12 May 2026 13:33To: mickmartin10Subject: Fw: Thank You – You've Repaid in Full________________________________________From: BumperSent: 28 October 2025 00:07To: Amy ScottSubject: Thank You – You've Repaid in FullHi Amy,Great news, we’ve received the final payment towards your bill from Lookers Mercedes-Benz Stoke and you’re now repaid in full. Thanks for using Bumper and making your payments on time.Instalment Due Date Amount Paid Status1st 30/01/2025 £74.90 £74.90 Paid2nd 28/02/2025 £74.90 £74.90 Paid3rd 28/03/2025 £74.90 £74.90 Paid4th 28/04/2025 £74.90 £74.90 Paid5th 28/05/2025 £74.90 £74.90 Paid6th 28/06/2025 £74.90 £74.90 Paid7th 28/07/2025 £74.90 £74.90 Paid8th 28/08/2025 £74.90 £74.90 Paid9th 29/09/2025 £74.90 £74.90 Paid10th 28/10/2025 £74.90 £74.90 PaidThanks,Bumper