Waiting for to be spoken toVery bad serviceNo one even bothered to come to reception till 15 mins of arriving job communicationSeen after an hour!!!Put me off even looking at car

The best, polite, friendly and helpful staff, thank you all,

Sophie was very helpful even coming in on her day off to arrange a test drive making everything very easy and pleasant.

Didn’t have the car I was looking for

Under consumer credit act rights how can you not allow finance arranged by clients and insist on the purchaser to go ahead only with your in house finance??? This is very unfair and am not sure whether legal or not but it’s an absolute shame on the company

Disappointing experience,lookers offered a very poor tradeIn price for our BMW. Have explained that if we can move forward on the tradeIn price we would be in a position to do a deal. But nobody seems that interested in selling us a car. No communication for over a week. Will now look elsewhere for a new car

I haven't heard back from you about possible leasing deals.

Karen very helpful

Good Evening All,Please be advised that I have no contact from anyone at Mercedes Benz Stoke as requested.I now have a vehicle that I have no confidence in from a safety point of view which has and continues to impact my work schedule.I acknowledge that I have had a random email from ' Reputation' which is a faceless CS contact management system that provides me with absolutely nothing to assist in my issues or provide any assurance.All this silence serves to further demonstrate the contempt with which I have been treated.If those in copy (not including Mercedes Benz CS who have been in touch) are happy that this is OK it echoes my comments on management accountability across your group.I now want contact from Lookers Group as a last ditch attempt at a solution before I take matters further.RegardsMark ThomasWithout Prejudice7 Hotspur RoadCreweCW1 5AY14th January 2026 - (By Email)Good Morning John,I am disappointed to report to you that the vehicle is not fixed. Both issues remain, especially the wheel vibration. I can only suggest that the car has not been test driven by anyone in your employ prior to handing it back as it is clearly evident to the point that I collected a colleague straight from picking up the car, they commented on the vibration when we got onto the motorway.The car still has issues with losing power / missing when pulling away.I was promised an email from Katie which has not materialised, which, unfortunately is no surprise. I was in the garage for two and a half hours on Monday when it should have been a quick turn around. There is no accountability from any management in this location and as such I will be escalating my concerns and complaint to both Lookers and Mercedes directly (in CC) as I requested management to come and speak with me on Monday but everyone was too busy to look after a customer that has been treated poorly during the short period I have had the car. I have also requested contact from management in writing and was ignored.I am beyond disappointed with the treatment I have received, I may have only bought a cheaper car in comparison to other customers, however consumer protection legislation does not discriminate between a £13k sale vs £130k sale, both have the same rights, the difference is in the attitude of the people providing the service, and on this occasion, it has been nothing short of abysmal.Please provide me with a detailed plan and how you intend to ignore me, sorry I mean remedy the issues with the car. As it stands I am of the mind to reject the vehicle and request a refund as the issue was reported within 5 days of taking delivery. Please also provide me with all invoicing and warranty claim details including dates of submission. I would also like to know who advised Katie that my car was safe to dive with a buckled wheel, why this was not picked up during test drives during the MOT process.I am away until Friday however I expect to see action and appropriate comms prior to me being back in the area. I am not going away and I very aware of my consumer rights so please don't dismiss this as I have been dismissed so far. This email only covers the issues with service however there was issues with settling my finance on the part exchange which will form part of my overall complaint which I will formalise in the coming days.I look forward to your response,RegardsMark ThomasGood Morning John,I am not sure why I have to keep chasing things. I want it noted that when Katie spoke to me on the phone she informed me that a NEW wheel was being ordered and not repaired. You need to be aware that after tomorrow I am on the road and will not be available to collect my car until the weekend of maybe Monday 12th January so insurance will need to be addressed.On another note, I have several items I need from my boot to be able to operate in my role so I will need access to my car either later today or tomorrow to collect them.Please advise of availability and confirm the car is on site.ThanksMarkFrom: John HancockSent: 31 December 2025 12:43To: Mark ThomasSubject: RE: Vibration ConcernsGood afternoon Mr Thomas,Sophie has asked me to contact you reference the repairs on your vehicle. Firstly, please accept my sincere apologies that you were not kept informed with an update on the repair. I understand how frustrating this is, and I apologise for the lack of communication.My colleague, Katherine, has been managing your repair; however, she is currently on annual leave until Monday 5th January. I can see that on 19th December she did notify our Sales Department management team of the issue with your vehicle. Authorisation was subsequently obtained last week to proceed with the repair to the passenger-side front alloy wheel.The repair itself requires a specialist alloy wheel company to straighten the damaged wheel. Unfortunately, the company we use to perform these kinds of repairs has been closed throughout the festive period from 19th December and will not reopen until Monday 5th January. Please be assured that the wheel has already been removed from your vehicle and is ready to be delivered to them as soon as they resume operations.I can also confirm that, according to our loan vehicle records, the courtesy car you are currently using is fully insured for your use until at least Friday 9th January. This can be extended if the need arises.Additionally, there is an authorisation currently pending with the used car warranty provider regarding a potential air intake manifold repair. This issue is responsible for the slight reduction in power you have experienced while driving. A small flap inside the intake manifold is intermittently sticking, which can restrict airflow to the engine. Once authorisation is received, we will be able to order the necessary parts and proceed with the repair promptly.If you have any questions or concerns, please don’t hesitate to contact me. I will do my best to assist you in any way I can.Kind regardsJohn HancockAssistant Service ManagerMercedes-Benz of StokeCobridge Road | Stoke-On-Trent | ST1 5JPT: 01782 202 112lookers.co.uk/mercedes-benzHello Sophie,I have had zero communication since my car went in to the workshop on Friday 19th December. Whilst I appreciate it's Christmas and things will naturally take more, it is vital that communication is maintained.I have a loan car but I am unclear if I am still insured as it was only supposed to be until Monday and Kate told me that she would book me on the insurance until then.I am emailing you as the service I have had from the business has been v.poor for a main dealer franchise, the refusal for management to communicate with me, it took a month clear my finance and the fact that I was sold a car with a dangerous defect leaves me considering returning the vehicle under my rights to reject the car. This will no doubt affect your commission and sales figures.So, I am looking to you or someone to facilitate some kind of action / update , well anything.Appreciate your helpMarkHi Mark,I hope you are well today 😊I am just following-up to make sure you are being looked after by our service department in regards to the vibrations etc?Please confirm as I will go in and throw fists if not, ha ha.Apologies this has occurred also, we will get it sorted for you though!Warmest regards,Sophie

This would have been 5 star, but he Sales person did not have the full knowledge of new model launch and delivery times.