Very professional warm and friendly a pleasure to deal with

Have always had good service from the team at Mercedes Stoke. However, a policy of you not permitting third party finance agreements has meant that the experience this time was disappointing. You lost a sale to Mercedes Stockport as a consequence.

i purchased a car on 29/06/2024 reg DN71BHJ,can you tell me if it has had any history of damage to OSF door or history of paint repair on OSF door carried out by MB lookers stoke.yours MR Keith Davies

To whom it may concern, I am writing to formally express my dissatisfaction at the level of service I and my father have received from Lookers, Stoke-On-Trent and also Mercedes as a brand. On Wednesday 4th February, my father, Mr Heath had seen a vehicle online in the form of a used Mercedes B Class for sale. The registration number of this vehicle is KN17 JWZ. He then proceeded to contact the store and spoke to Joel in sales who confirmed the car was still for sale. At this point, Joel was very polite and helpful and he mentioned to my father that he would do a walk round video of the car and send it through via a text message. This is the link that was sent, which seemed fine. https://mercedes.citnow.com/vtFwxKKqlqWOn receiving this and viewing the video, my father then called back and spoke to Joel again stating he was very interested in the vehicle and would like to come and view it in person with the intent of buying it. The conversation between Joel and my father was that of the fact that the car was prepped and ready to go for him to drive home the next day. Joel was extremely happy with this and proceeded by explaining to my father that he would book that in his diary there and then. This was not in writing on was over the phone and at no time during this, was it mentioned about reserving the car or the need to lay a deposit. Upon myself speaking with Joel tonight, he assures me that it was mentioned on the call and he cannot force anybody to pay the reservation fee. I am wanting to the recording of that recording telephone call to be sent to me please in which if I have to, will be done through a subject access request form. My father then contacted myself on the evening of the 4th February and asked me to take him there as he was planning on driving the car home following the appointment he’d made with Joel which was booked in his diary. I would also like the visual of that appointment in Joel’s diary, and when it was logged. I subsequently arranged my day by having to pay for childcare (my father is my childcare on some weekdays) and arranged to take the day off work. We set off at 8am on the morning of Thursday 5th February to be there for around mid morning as discussed with Joel. On route to the arranged appointment to view and buy the car, my father tried contacting Lookers on several occasions in which can be seen in the screenshots attached to this email. Around 9am he eventually got through and asked to speak to Joel in the sales team. He was explained to that Joel was in a meeting and that he would be called back when possible. Around 9:30am, Joel called my father and told him that the car had ‘been reserved overnight’ and there was no point in us carrying on our journey. I found this utterly disgraceful that my 70 year old father had an arranged meeting that was confirmed by Joel’s diary to purchase that vehicle and was 5 miles from the destination to do so, in dreadful driving conditions had to just ‘turn around’ We had travelled approximately 90 miles and made a 3 hour round trip for absolutely no reason and would like a very detailed explanation into the following accounts; - Why was my father not spoken to about ‘reserving’ the vehicle? - Why was an appointment made and added to Joel’s diary if the vehicle was not already ‘reserved’ for other people to purchase? - Why did Joel tell me on the phone call this evening, 5th February that this ‘happens all the time’ in his exact words? - I would like all of the full recorded phone calls between on father and Joel on Wednesday 4th February. - I would like the imagery of Joel’s diary that clearly shows an appointment for my to come and view and collect the car on Thursday 5th February. I would also like the date and time of when that appointment was recorded.  I fully appreciate that car sales is a rapid business and the car can be purchased by anybody. If my father had not have made that phone call and that arranged appointment with Joel to view and buy the car, I would fully understand, however he did as per the recorded phone conversation and meeting in Joel’s diary. I cannot express how dissatisfied we are as potential customer of Mercedes that we were allowed to do all of what we did, agreed by one of your sales reps knowing that the car could have been bought at any time. Had we have known this, we would have either reserved the car, or called to check if it was still available before setting off on the morning of the 5th February. I look forward to hearing from you and ensuring that our trip and trust in a sales representative of Mercedes was not as wasted as it seems right now. Yours sincerely, Jason Heath

Very friendly and informative customer service team and very easy to use platform software. I would definitely recommend Lookers to other customers looking to buy a vehicle at a good deal.

Good AfternoonHX68XCVI am reluctant to leave feedback on Google/Autotrader/Trustpilot at the moment as I have some issues.Whilst I fully appreciate that this sale was taken over from your lovely salesman Shabier (due to illness) and handled by Declan, there are a few things I would like to raise.1 – We had arranged to collect the vehicle on Sunday 1st February but I actually felt slightly pressured to get this done within the month of January (no doubt to go into January’s sales figures (??)which meant that we had to pay road tax for the whole of January on 30th of the month. Not a great amount but, going forwards, this means that the vehicle will be due to be taxed at an already busy Christmas time rather than end Jan.2 – Vehicle was collected in the dark. Scrape on bumper noticed the following morning. Currently in the hands of Declan.3 – Mercedes me not connected – was told previous owner still had details on and could not be connected to my Mercedes me account which I have for our other MB.I was told this is not a hard thing to deactivate and a telephone call was arranged for Saturday 31st January (when the scrape would have been advised). Telephone call not received.4 – I telephoned on Monday 2nd February – Declan not working that day so I asked that he ring me Tuesday 3rd. I also asked if Karen could call me back regarding another matter. Telephone calls not received.5 – I telephoned Tuesday 3rd and spoke to Declan. Advised scrape and have (today) supplied a photograph taken on the Saturday morning. Waiting to hear from him regarding action required.6 – HX68XCV number plates were not in the vehicle when we collected it (Lookers had put our cherish plate on ready for collection). Declan to advise where they are as they will be required when we retain our current plate.7 – Your phonelines are appalling. VERY crackly and requiring repetition of conversations.8 – Minor point but………………new keys were given to us without any form of keyring. Very cheap and not becoming of a Mercedes Benz dealership.We have dealt with Mercedes Benz of Stoke for MANY, MANY years now (Drayton/Lookers), having purchased many vehicles.Gone are the days of receiving a nice bunch of flowers, baseball cap, umbrella or fuel as a thank you for purchasing one of their vehicles (and now even basic keyrings!!).I appreciate that we haven’t spent the tens of thousands of pounds that some customers obviously do but we have been very loyal customers of MB Stoke and are feeling a little miffed on this latest sale.I look forward to your reply to this feedback.YoursKaren Mason

Salesman Adam was a gentleman very easy to talk too

We dealt with Declan Johnson who was courteous and extremely professional. He took time to explain things to us, and we did not feel pressurised or rushed in any way, this gave us time to think.We also spoke with the manager and receptionist both of whom were polite and friendly.

I am writing to raise a formal complaint regarding my experience following the purchase of a Mercedes-Benz A-Class A200 (Registration: BT18 NYD) from your Stoke-on-Trent dealership in March 2025.At the time of purchase, I was provided with a 12-month warranty, and it was agreed that the vehicle would be supplied with a valid MOT. Unfortunately, this MOT was not completed as agreed and I was required to return the vehicle approximately two months later for this to be carried out (this was completed all okay). However, during this period my attempts to obtain clear communication and updates from the dealership were met with poor and inconsistent responses, which was disappointing.While the vehicle was with you for the MOT, I specifically requested that the following issues be investigated:A persistent ticking noise coming from the heating/cooling controls when in use.I was later informed that this had been investigated and that no fault was found. However:The noise is clearly audible and disruptive,It continues to occur during normal use.I was provided with no engineer’s report, diagnostic notes or evidence that a meaningful investigation had taken place. Given the nature of the issue, I do not agree that this has been properly assessed.The second issue was a squeaking noise while driving at all times (specifically slow speeds).This issue was raised with the dealership but received no response and it has significantly worsened over time. The noise is now persistent and concerning from both a comfort and safety perspective.Following these issues, I made multiple attempts to contact the dealership via email (many of which were clearly ignored). I have retained full email correspondence as evidence and can provide this upon request.I want to be clear that I did not expect this level of customer service from a Mercedes-Benz retailer. The lack of communication, failure to properly investigate reported faults and ongoing unresolved issues under warranty have left me extremely dissatisfied.I would like these issues to be resolved once & for all. It would be nice to have a proper diagnostic inspection of both the heating/cooling control noise and the squeaking noise while driving as this is starting to become a real concern.I look forward to your prompt response and a resolution that reflects the standards expected.

I enquired about an AMG E 53, I was promptly contacted about this car and I engaged via email to get the specification, videos. I had a call with the salesman and had to chase multiple times to try and get figures for the car. This went on over 2-3 days. I sent two email replies after a phone call to confirm the term, deposit and mileage but I never received any response to this at all. As such it now looks like the car has sold which is a shame as I was wanting to buy the car but never received any response.Overall I am now looking at another manufacturer as I’m extremely unimpressed by the service.