I am writing to raise a complaint about the handling of my lease order for a Mercedes-Benz EQA. Unfortunately, the process has been disorganized, inconsistent, and has caused significant inconvenience.I test-drove the car on 14 December 2025 and was initially quoted a lease price of over £700 per month. I later received a revised, substantially cheaper, SME offer on 20 December, which I accepted on 21 December with a delivery date of late March 2026. I am unclear why this better offer was not presented to me during my initial visit.After accepting, I was asked to provide my personal ID and pay a deposit, even though I had made it clear the lease would be through my husband’s company. I also experienced issues with the payment link and could only complete the deposit on 31 December. This was later refunded, as I was told it was not required for an SME agreement, which raises the question of why it was requested in the first place. The delay in paying the deposit led to a price increase on the lease. I was told on 8 January that finance had been approved, and on 31 January I was informed that everything was on track. However, after that, communication stopped and I had to chase for updates. When I called on 5 March, I was initially told my order could not be found, which was very concerning.In March, I was again asked to provide documents, which I did promptly, and I completed all paperwork ahead of the agreed collection date of 20 March. Despite this, I was contacted at 18:37 the evening before collection to be told that due diligence checks had not been completed. During that call, it became clear that the checks should have been carried out on the company directors, not me, which contradicts the instructions I had been given throughout.As a result of these delays and errors, I have now been left without a car, as my previous vehicle has already been returned based on the agreed collection date. This has caused significant disruption to my day-to-day life and I am paying for insurance for a car sat in your garage.Given the situation, I would appreciate it if you could provide a courtesy vehicle until my ordered vehicle is ready for collection, to help minimize any further inconvenience.I would also appreciate a clear explanation of why there have been so many errors arranging this lease as this should be a standard procedure for yourselves, along with confirmation of how this will now be resolved as quickly as possible.I look forward to your response.

I’ve just got home from my visit to Lookers Mercedes-Benz Stoke and I feel extremely dissatisfied with how my vehicle has been handled.I very clearly requested that the car was NOT to be washed on the outside, as it has recently had paint correction and a ceramic coating applied. Despite this, the instruction was ignored and the car was washed anyway.To make matters worse, I have now discovered fresh damage to the front passenger-side bumper corner, which was not there before the service. This is completely unacceptable.Kate and Simon have asked me to contact their valet contractor directly, but this is not my responsibility to resolve. I entrusted my car with the dealership for a routine service, gave clear instructions, and it has been returned to me in a worse condition — both in terms of the finish and now with physical damage.I am very unhappy with this experience and expect this to be dealt with properly by the dealership.

You have asked via my Google review for me to contact you via this link. As it clearly states in our review this complaint procedure was carried out on 20th February 2026 and you completely ignored it with no response given other than confirmation it was sent and a response given within 14 days......This has not happened as of 18th March!I suspect you gave an automated response to our review on Google to make it seem like you care about customer complaints when in fact you obviously don't, however, we are stupidly prepared to give you yet another chance to respond directly but hold no hope.

This complaint isn’t about a particular person as i fully believe it’s about the whole package from placing the order for a New car to receiving my new car so there is more than one department responsible.This was my third brand new Mercedes A Class car from Lookers Mercedes of Stoke and was the most expensive £45k but this was the most disappointing hand over that I have experienced as the first 2 cars were a pleasure as I was again excited to pick up my new A35h.The first disappointment was that I was supposed to pick up my new car on March 1st that was agreed but the day before the pickup it was changed to March the 2nd because of getting the car registered.Secondly there was no unveiling of the car like there was with the first 2 cars and it wasn’t ready when we arrived this was a big disappointment which we were looking forward too and the handover took 2 hrs.Thirdly the registration number plate that I chose was not available on the day of pick up even though I chose it well in advance so I had to choose from a new list on the day of pickup.Fourthly when my new car was ready and was filled with fuel it was parked on the customer car par with all the other cars.After all this as a guesture of good will I was promised a Mercedes Umbrella of AMG key ring for the change of pickup date which I never received.On a good note I love my new Mercedes A35hI think Stoke Mercedes need to think seriously and consider customers expectations when they are buying vehicles to make sure it’s a good experience for all concerned.

The 2 biggest dissapointments were1 I was told my £ 500 Deposit would be refunded within 48 hours . It is now 7 weeks since I placed my order and I have still not had my deposit back . I think that is a disgrace .2 Just the lack of communication has been disappointing . The last I heard my order had been placed but no more . I then heard nothing for 4 weeks until I called Mercedes Stoke and was told my car was now in production . When was I going to be told this ? I am spending £ 55,000 and would have expected far better service .

I took out a 2 year extended warranty for my Mercedes E Class reg KA23DJA in March 25 with the salesman Peter Singh. I have since sold this to listers Lincoln and I now want a refund on the extended warranty as this has not come into force yet It only comes into force in June 2026 I believe. I have spoken to the warranty insurers to cancel the warranty and ask for a refund and they told me to contact the dealership to get the refund as they hold the funds. I have contacted the dealership several times and had no reply to my enquiries. I was told someone would contact me and this has not happened. I have also contact yourselves at head office re this matter and asked for it to be dealt with and still no response. I would any refund due to me ASAP as this is taking to long. Please sort this out quickly I am a member of the Mercedes Benz club and I will be seeking advice from their legal department and Mercedes head office if this matter continues

i striaght swaped my car with lookers mercedes stoke on 13th jan 2026, we exchanged the v5 and i was told my old car would change ownership and i would be able to get my tax on the car refunded, i waited the time it take for car tax to be refunded, i rung up the car tax 2 months later and they informed me that the car was still in my name, and couldnt give me a refund for my tax, i called the dealership to ask why it was still in my name and they said they didnt relise it was and they sold the car onto someone else, car tax told me i would miss out on my tax refuned with the time i waited as they only go off when its changed names, they advised i should contact the dealership and get a compensation from them ans its there fault, i contacted the dealership many times, i spoke to the dealer that i had the deal with (declan) and was told it would be sorted and could get me my refund money but weeks have gone by and nothing, i have contacted the dealer multipul times and got nowere, im not without a refund and i want full compensation

Customer has call the branch 3 times and has had no call back, Mr Gallagher is trying to claim back his payment for his extended warranty as he has sold he vehilce which was due to start in August 2026.

Professional, efficient

Thank you, but I am not looking any more.Michael Bird