First class service as per usual! All the staff are polite, helpful and cheerful. Can’t fault anyone or anything

Dear Mercedes-Benz Customer Services,I refer to your email dated [insert date of their reply] regarding my refund/rejection request for vehicle KW23 LDO.Your response is completely unsatisfactory. I must again stress that this vehicle was purchased outright, without any finance agreement, and therefore Mercedes-Benz Financial Services is not relevant to this case. Redirecting me to MBFS demonstrates a lack of care and proper handling of my complaint.The issue with the Lane Assist and Auto Parking systems has persisted since the date of purchase, despite multiple inspections and repair attempts at authorised Mercedes-Benz dealerships. These repeated failures to rectify the same fault constitute a breach of the Consumer Rights Act 2015, as the vehicle is not of satisfactory quality and not fit for purpose.As the selling retailer is jointly responsible under UK consumer law, I have copied them into this correspondence.To date, this matter has been ongoing for over a year, with no resolution or meaningful communication from Mercedes-Benz. This is completely unacceptable and far below the standards expected from an Approved Used vehicle and the Mercedes-Benz brand.I now expect a formal response within 7 days, clearly outlining how Mercedes-Benz and the selling retailer intend to resolve this matter, including arrangements for a full refund.If I do not receive an appropriate and substantive reply within this timeframe, I will escalate this case to The Motor Ombudsman, Mercedes-Benz UK Head Office, and seek legal advice under the Consumer Rights Act 2015.Yours sincerely,Ray YauEmail: rayyauming@gmail.comTel: +44 07396 958017Vehicle Registration: KW23 LDOOn Sat, 25 Oct 2025 at 14:03, Mercedes-Benz UKwrote:Dear Tat Ming Yau,Thank you for contacting Mercedes-Benz on 25/10/2025, regarding the refund or rejection request for your vehicle.I would like to sincerely acknowledge the concerns you have raised regarding your experience with Mercedes-Benz, and I truly appreciate you taking the time to bring them to our attention. Your feedback is valued, and I remain committed to ensuring it receives the careful consideration it deserves.With regard to the Lane Assist not functioning as expected, I kindly recommend contacting your local Mercedes-Benz dealership. They will be best equipped to diagnose the issue and carry out any necessary repairs.I fully understand your frustration regarding the unresolved Lane Assist issue and your request for a refund or replacement. However, as Mercedes-Benz Customer Service is not a financially regulated entity, we are unable to process requests for refunds or vehicle replacements. For such matters, I kindly advise you to contact the selling retailer or your finance provider, who may be able to assist you further.If the finance is with Mercedes-Benz, I would recommend that you consult directly with our colleagues in Mercedes-Benz Financial Services, as they are best suited to advise on the options available, as well as any other financially related concerns.For your convenience, below you can find attached their pertinent contact information:E-mail - customerservices-mbfs@mercedes-benz.com Telephone: +44 (0) 370 847 0700 / Monday to Friday, 09:00 AM to 17:00 PM.Mercedes me Finance: https://customerportal.mercedes-benz.com/cp/portal/login.html Website: https://www.mercedes-benz.co.uk/passengercars/being-an-owner/existing-financecustomers/contact-us/header.module.html If you have any questions, please contact us with your case reference 18657558.Yours sincerely,AngeloCustomer Service UK00800 9 777 7777 (international freephone)0207 660 9993 (charged at national rate)Mercedes-Benz Customer Assistance Center Maastricht N.V., Gelissendomein 5, 6229 GK Maastricht, The Netherlands. Register No.: K.v.K. Limburg 33014909If you are not the addressee please inform us immediately that you have received this e-mail by mistake and delete it. We thank you for your support.Your personal data is processed on behalf of local Mercedes-Benz legal entities or associated general distributors. For getting acknowledged with the exact data controller for your personal data as well as with respective data processing activities please visit the local Mercedes-Benz website of your country or the website of the associated local general distributor. To see the general provisions on how your personal data is processed by any Mercedes-Benz entity, please refer to the Mercedes-Benz Data Protection Policy.

brand new car picked up on the 24-10 same day there was a problem with the tail gate, it wouldnt open from the drivers side door. On the 27.10 spoke to the salesperson, he suggested a fix cust tried it the fix didnt work. He would get an engineer to call, no one called. Cust phone 12 noon yesterday the service team advised there would be a diag fee, cust asked for a supervisor. She would ask further question and call back. Asked to speak to GM advised to send email however again nothing has happened.

I am looking at a Mercedes for my next car, however, the finance on my current car cannot be covered so I will need to wait until I am in a position to proceed.

We called in to have a closer look at the GL range. Your representative Shabier Zaman was very helpful and explained the various virtues of range including letting us take a test drive

Good MorningI purchased my vehicle (KX21 BMJ) from Mercedes Benz Stoke on Trent back in July 2023.Unfortunately I have reached the end of my very long tether, I have shown patience and understanding but after having to call out Mercedes Breakdown for approximately the 8th or 9th time (I have now lost count) I have had just about enough.The car you sold me has an inherent fault that after 2 years of myself putting up with has finally broke me, over the last 2 years I have had to take various days off work at immediate/short notice, I have had to borrow cars or hire cars for the day due to the constant failure of the car battery when the car is being charged overnight and you also had the car at your workshop for over a week trying to cure the issue. I was told after this that Mercedes Germany were trying to formulate an update to conquer the issue but several months later and having the car fail several times (I have been recharging the battery every couple of weeks recently when its failed but this takes all day) it once again failed on me last night.I have been affected both in financial and personal terms over this issue over the last 2 years losing both work days and holidays after it kept on happening. The car is on a PCP deal with yourselves and I want to hand the car back without penalties and walk away. This was my first Mercedes purchase and I will admit I love the car, the drive and the comfort but I cannot afford the effect this is having on my work profile which at the moment has me as an unreliable employee who is often late or booking holidays at very short notice due to my unreliable car.Please feel free to contact Mercedes Breakdown for the history (the latest engineer to visit today remembered me from his previous visits and we are now on first name terms). I believe I have shown extreme patience with the car because I like it so much but this situation cannot continue.Regards

In all, what I have read and friends comments about lookers and knowing a ex colleague who worked for Mercedes, have said a great firm ti be with.

Please ask me once you’ve sorted out the couple of issues, I’ll be in a better position to judge 😃Lovely staff, the car just wasn’t prepared well, it’s hopefully getting sorted though.Nick Jordan

Good follow up since I came in, but I wandered around the entire forecourt looking at used cars, and walked around the showroom twice before I had to ask someone if they could help me look at one of the cars you had on offer.

Excellent customer service from Joel- the sales agent at stoke